Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
About the role
- Senior Customer Success Manager at Virtru managing government customer relations in the Indo-Pacific region. Leading teams to drive success using data-sharing and protection technologies.
Responsibilities
- Lead customer focused workstreams and virtual teams with a clear focus on driving success for our government customers and industry partners
- Serve as the central connector internally between Solution Architects, Project Managers, Forward Deployed Engineers, and other Customer Success Managers
- Orchestrate Indo-Pacific partnerships within INDOPACOM industry sphere to accelerate customer adoption and scaling of Virtru solutions
- Manage the customer lifecycle: agreement, commitments, rhythm of business, leadership engagement, value creation
- Identify issues proactively and connect the right people and resources for rapid problem resolution and mission success
- Keep constant pulse on customer and partner health, satisfaction levels, and expansion opportunities
- Be part of the innovative discussions with our strategic customers learning about cutting edge technology in data sharing, data protection, and the AI space
Requirements
- Active US Top Secret / SCI clearance
- Bachelor’s degree or equivalent in a technology field such as IT, cyber security, computer science, or engineering (a Master’s degree in a technical field will set you apart) or equivalent business degree such as an MBA
- Willingness to travel (<25%) if located in Honolulu; <40% if located on US west coast
- Must excel at cross-functional collaboration and breaking down organizational silos
- Ability to work autonomously and collaborate with peers across multiple time zones
- Proven track record driving partner success and customer satisfaction in B2B software/SaaS or similar technology environments
- Strong ability to work cross-functionally with engineers, delivery teams, sales teams, commercial and government organizations
- Strong technical aptitude and comfortable understanding technical solutions and having informed conversations with technical stakeholders
- Strong communication skills - able to translate customer feedback into actionable insights for product and delivery teams
- Data-driven approach to measuring customer health, satisfaction, and expansion opportunities
- Previous start-up or high-growth company experience is a plus
- Prior government or military or defense industry experience is preferred
Benefits
- Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
- A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
- Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
- Access to an Employee Assistance Program
- Access to Headspace, a mental health app tailored to your specific needs.
- A flat 3% contribution to your retirement account
- A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
- Competitive compensation
- Generous parental, medical, and bereavement policies
- Uncapped commissions for Sales roles
- 401K contribution and stock options
- Full medical, dental, and vision benefits
- New Hire Swag and IT Welcome boxes
- Structured semi-annual 360° performance reviews
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