Senior Customer Success Manager
What we do: Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.
Who we are: Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), Fireye and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers.
As a remote-native, completely distributed global team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs.
The Role: Halcyon is looking for a high-performing problem solver and innovator to join our growing Customer Success team as a Senior Customer Success Manager. The Halcyon Senior Customer Success Manager drives adoption and demonstrates ongoing value for the Halcyon customers. You will be responsible for the coordination of all Customer Success activities: onboarding, adoption, and retention to secure the expansion of the Halcyon footprint in the customer environment. Halcyon Customer Success supports the customers in their journey creating value out of their Halcyon investment to help them achieve their goals, objectives, and desired business outcomes. The ideal candidate will have a general understanding of cloud, networking, applications, endpoints and security. You will foster strong and long-term relationships with our customers and become their trusted advisor. If you are a self-motivated team player who is eager to learn and can change direction quickly, we encourage you to apply. Responsibilities:- Convert customer strategy and needs into a customer success plan and execute on the plan.
- Nurture customers on their Halcyon journey to discover the full value of the Halcyon platform and services.
- Foster customers through the onboarding process and provide guidance around how they can achieve the maximum adoption and usage of the platform to meet their needs.
- Proactively monitor and report on customer health.
- Maintain regular customer cadence and communication around adoption trends, sentiment, and opportunities for deeper engagement.
- Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes.
- Work closely with the Halcyon Account Executives to identify upsell opportunities.
- Collaborate with cross-functional teams across the organization to further develop the customer relationship.
- Ability to work independently and as a team.
- At least five years of related customer-facing experience.
- Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience.
- Direct post-sales customer advocacy and engagement experience.
- Excellent executive-level communication (written and oral), presentation and interpersonal skills.
- An understanding of technology and an ability to distinctly explain technological and business concepts.
- Strong experience with customer onboarding and customer success.
- Demonstrated success managing customer journeys and engagements.
In accordance with applicable state and federal laws, the range provided is Halcyon’s reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and equity in the Company.
We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional product we are building. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity employer.
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