Hybrid Customer Success Manager

DNSFilter

Washington, DC

Vision , Medical , Dental , Paid Time Off , Life Insurance , Retirement
Full-Time

Job Description

At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We've come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network!

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

We are looking for a Hybrid Customer Success Manager to join our growing Customer Success Team! This person will be responsible for building relationships with both Direct and MSP customers to ensure they are satisfied with DNS products and services. Working with a large number of accounts this position is responsible for responding quickly to customer questions and concerns, driving user adoption, retention, expansion, advocacy, and providing subject matter expertise.

Someone who excels at this role is proactive, organized, creative, excellent at documentation, and can effectively work remotely both individually and on a team.

This is a full-time fully remote role and is open to candidates anywhere in the United States and Canada.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

Requirements:

3+ years experience working in a customer-facing role in sales enablement, customer success, or account management
Experience successfully managing a large book of business
Experience supporting both MSP Partners and Direct customers
Customer Success Platform (CSP) experience as well Cybersecurity experience preferred but not required
Outstanding task management skills in a fast-paced environment
Passionate about providing a great customer experience by taking initiative, seeing the big picture, and executing the steps needed to achieve key objectives and results
Invite and crave accountability. You recognize the important ways in which your work is connected to cross-functional outcomes
Having a "We" not "Me" mentality by working cooperatively with others to achieve the ultimate goal-Great Customer Experiences!
Strong documentation and communication skills; ability to maintain frequent and clear written communication to customers and internal partners
You love to build relationships with customers and your internal partners
A natural curiosity about highly technical products and are a continuous learner
Experience working well with cross-functional teams/departments to collaborate with product roadmaps, product related materials, etc
Experience effectively working remotely
Strong organization and account management skills

At DNSFilter You Will:

Develop and utilize tools, processes, and best practices to ensure both Partners and Direct customers are getting the most ROI from DNSFilter products
Serve as the primary interface with Partners and Direct customers to manage and resolve requests and complaints that may arise within hybrid/pooled accounts
Manage client portfolios by engaging with Partners and Direct customers through their customer journey from onboarding to advocacy through strategic CS engagement and best practices
Collaborate with Partners and Direct customers to help them establish clear goals/objectives through the use of DNSFilter products and services
Proactively monitor Partners and Direct customer product usage and engagement to intervene at the first sign of risk
Collaborate with internal teams that include, other CSMs, Product, Support, and Marketing to share customer feedback and drive cross-functional initiatives to provide the best customer experience possible
Analyze Partner and Direct customer data to improve customer experience and to sustain business growth and profitability by maximizing product value
Document detailed activity and any updated account information accurately in a timely manner in the Customer Success Platform (CSP) and Customer Relationship Management (CSM) systems
Accurately manage and forecast churn, renewals, and upsells for DNSFilter's hybrid/pooled Partners and Direct customers
Host webinars/product demonstrations for Partners and Direct customers to further drive product value and to increase engagement
Improve onboarding, adoption, and renewal processes by creating resources and documentation to improve internal workflows and processes
Collaborate with Partners and Direct customers to build advocacy for DNSFilter products through customer success stories and best practices

U.S. hiring salary range

$65,000—$80,000 USD

We Offer:

A 100% work-from-home position with a company that values and fosters personal and professional growth
Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow.
Passionate and intelligent colleagues who work hard and have a good time doing it
Rotating 4-Day work week
Paid company-wide week off at the end of each year
Flexible Vacation policy
Awesome company swag
Home office buildout allowance
Full medical, dental, and vision benefits for US and Canada based employees
Full short-term disability and life benefits; available long-term disability
401k with vested company matching for qualifying employees
In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.