Enterprise Customer Success Manager

Who You Are:

Our Enterprise Customer Success Manager role is a fantastic opportunity for you if you are a customer-focused professional with at least 5+ years of SaaS Customer Success or Account Management experience. You're the epitome of a self-starter who will go to great lengths in order to maintain the absolute highest levels of satisfaction among Invicti's customer base.

Your thrill of working within fast-paced environments only adds to your ability to exercise your strategic mindset. Because of you, all clients in your portfolio consistently realize the value of their investment, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.

Who We Are:

Delivering the industry's most accurate application security platform, Invicti Security has been transforming the way web applications are secured for nearly 20 years. Recognized as a leader in Application Security Testing and a DAST Innovator by Latio, Invicti enables organizations to continuously scan and secure their web apps and APIs with the rigor of runtime testing and the speed of constant innovation. Headquartered in Austin, Texas, Invicti serves more than 3,600 organizations worldwide. Invicti serves more than 3,600 organizations worldwide. To learn more, visit Invicti.com or follow us on LinkedIn.

What You'll Be Doing:

• Leading all post-sales activities for Invicti's customers through strong relationship-building, product knowledge, planning, and execution
• Acting as the voice of the customer
• Working cross-functionally with Sales, Marketing, Product, Engineering, and Development Teams to ensure consistent and strong customer messages are embedded within everything we do
• Retaining long-term partnerships by independently renewing and expanding successful customers
• Dominating quarterly metrics concerning customer retention, price increase, and upselling
• Establishing and overseeing customer adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Conducting Quarterly Business Reviews in order to drive positive customer outcomes
• Independent analysis of data in order to discover insights that drive recommendations for clients
• Tracking accounts to identify churn risks and working proactively to mitigate such risks
• Taking on evolving duties and special projects that align with the shifting priorities of the Customer Success Department

Key Responsibilities:

• Own the full customer lifecycle for a portfolio of enterprise accounts, from onboarding through renewal and expansion
• Serve as the primary point of contact and trusted advisor for assigned accounts, building deep relationships across multiple stakeholders
• Drive product adoption by proactively identifying underutilized features and working with customers to maximize the value of their investment
• Lead Quarterly Business Reviews to assess progress, share product updates, and align on upcoming priorities
• Monitor account health and proactively identify and mitigate churn risks before they escalate
• Collaborate closely with Sales to identify and execute upsell and expansion opportunities within existing accounts
• Partner with Product and Engineering to surface customer feedback, advocate for product improvements, and close the loop with customers on feature requests
• Maintain accurate and up-to-date account records including renewal timelines, stakeholder mapping, and next steps in Salesforce