Customer Success Manager - Pooled

Customer Success Manager - Pooled

Virtru is looking for a Customer Success Manager to join our SMB Customer Success team. This role will be responsible for managing a large pool of small accounts. You will be responsible for owning a large book of accounts and help drive maximum value from and impact across the book.

To succeed in this role, you'll need to be comfortable learning new technologies and communicating successfully with a wide range of customer personas. You'll need to take customer success processes from other parts of our business and find ways to apply them at scale across a large customer base (thousands of accounts).

As a Customer Success Manager, you will be reporting to the Vice President of Customer Experience. Your responsibilities will include :

• Onboard and train new customers on Virtru's products in both 1to1 trainings and group webinars.
• Manage and run renewals for strategically important customers.
• Proactively engage low-usage and at-risk customers to stabilize the account.
• Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews.
• Execute 1toMany campaigns and sequences designed to drive engagement, usage, and customer success at scale (ex. Run re-engagement campaigns for low-usage customers).
• Track and analyze customer usage and engagement to identify opportunities to deliver value across the base.
• Generate invoices, work with our partners, and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
• Help refine processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model.
• Jump in to handle any other outlier scenarios across the base.

Skills that will help you thrive in this role :

Virtruvian qualities that will set you up for success :

Perks & Benefits :

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority.

Additional perks include :

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.