[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. PreVeil is a high-growth SaaS leader dedicated to securing the nation's defense industrial base. As a Senior Customer Success Manager, you will own a portfolio of 750 accounts, ensuring successful adoption and driving product usage while building deep relationships with key stakeholders.ResponsibilitiesOwn Your Portfolio: Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts, building deep, trusted relationships with key stakeholders and decision-makersExecutive Engagement: Develop and maintain relationships at multiple levels within each account, including executive sponsors, to ensure long-term alignment and satisfactionProactive Success: Leverage engagement data and account intelligence to anticipate customer needs, identify risk early, and deliver proactive outreach before issues escalateSave Motions: Lead structured save efforts for at-risk accounts, diagnosing the root cause of dissatisfaction, mobilizing internal resources, and executing recovery plans to protect gross retentionRenewal Ownership: Own the full renewal cycle for your book of business, partnering with the Director of Customer Success to forecast accurately and minimize churnExpansion Identification: Identify, document, and own expansion forecasts within your accounts, partnering with Sales to convert opportunities into revenueAdoption Strategy: Develop and execute tailored adoption plans that drive meaningful platform usage, ensuring customers realize the full value of PreVeilOutcome Mapping: Align customer goals to PreVeil capabilities, regularly measuring and communicating progress toward their compliance and security objectivesAdvocacy Development: Cultivate customer advocates and reference accounts that contribute to PreVeil's growth through referrals, case studies, and community engagementAI-Enabled Efficiency: Leverage internal systems and AI tools to manage customer engagement effectively at scale across a large portfolioSalesforce Hygiene: Maintain accurate account data, renewal timelines, health scores, and expansion opportunities within SalesforceSpecial Projects: Partner with the Director of Customer Success on strategic initiatives that advance the broader CS organizationSkills8+ years of work experience with 4+ years of experience as a Customer Success Manager in a SaaS environmentSaaS CSM experience is required; experience in Cybersecurity or Defense Industry-focused SaaS is strongly preferredDemonstrated success managing small to enterprise accounts, including executive-level relationship managementProven track record of driving product adoption, executing save motions, and owning renewal outcomesOutgoing and friendly with exceptional written and verbal communication skillsAn organized, detail-oriented, and execution-focused mindsetComfortable in a fast-paced, high-volume, high-growth, and goal-oriented environmentPositive outlook and customer service oriented; great team playerComfort managing multiple priorities and accounts simultaneouslyBachelor's Degree and minimum GPA of 3.6Remote — Eastern or Central Time Zone requiredExperience with Salesforce or similar customer success tools is requiredExperience in Cybersecurity or Defense Industry-focused SaaS is strongly preferredCompany OverviewPreVeil is a cybersecurity company, born out of research at MIT, that provides end-to-end encryption. It was founded in 2015, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is https://www.preveil.com.