About us

Red Sift's Digital Resilience Platform solves for the greatest vulnerabilities across the complete attack surface. By providing comprehensive coverage of an organization’s digital footprint through best-in-class discovery and monitoring, Red Sift enables users to proactively uncover threats within email, domains, brand, and the network perimeter. Paired with sophisticated remediation capabilities, Red Sift provides organizations with the tools to shut down phishing and ensure ongoing compliance with email and web security protocols.

Red Sift is a global organization with offices in North America, Australia, Spain, and the UK. It boasts an impressive client base across all industries, including Domino’s, ZoomInfo, Athletic Greens, Pipedrive, and top global law firms. Red Sift is also a trusted partner of Entrust, Microsoft, and Validity, among others.

About the role

We are hiring a Customer Success Manager to join the Red Sift Customer Success to ensure that Red Sift's ensures all current and newly acquired customers have a clear, supported and defined path to success and being responsible for delivering value, improving retention and product adoption. 

You will own a portfolio of around 80 customers who have substantial room to grow in their adoption of Red Sift. As a Customer Success Manager, you will be working with customers to facilitate an easy onboarding experience, prove ROI and remove any roadblocks along the way.


Responsibilities

• Drive usage and adoption to ensure customer success

• Help the customer define their needs and manage their timeline toward seeing value.

• Engage across the Customer's organization and work cross-functionally within Red Sift to identify opportunities and risks, and present recommendations & solutions

1. Proactively act as a point of escalation for technical issues

• Produce and deliver internal best practices and customer user stories to make customers' lives easier in the form of webinars

• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.

• Respond to customer emails, chats, and calls regarding their subscription.

• Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions.

• Build evergreen content and resources for customers, partners and internally to use for education and to drive rapid product adoption and first value realization.

• Identify upsell and cross-sell opportunities and facilitate commercial negotiations

Soft skills

• Pleasant and straightforward phone and video manner.

• Able to create, facilitate and present easy-to-follow content and webinars to existing customers

• Excellent written communication.

• Process orientation and good at capturing processes

• Organisational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organised.

• An understanding of market needs and current use cases of businesses using video.

• Strategically minded — you'll be helping customers develop their overall strategy with our product!

• Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day.

• The ability to shift priorities quickly when necessary.

Hard skills and experience

• Minimum 2 years' experience in a customer success, customer service, technical account management/support or involvement in customer success programs.

• Minimum 2 year's experience in SaaS companies, preferably in the Cybersecurity industry

• Knowledge of security technologies ideally that which is used to secure email communications.

• Knowledge of Network security protocols, Anti-spoofing and Antiphishing concepts, tools and technologies.

• Experience with Salesforce or similar CRM tools

• Project Management methodologies a plus

• Knowledge Centered Service (KCS) experience a bonus

• Fluent in English plus French and/or German

Benefits

• 🌟 The opportunity to participate in every aspect of the startup journey in rapid scaling mode

• ✊🏽 The chance to participate in our mission to protect organisations and the people within them with cybersecurity software products that outsmart attackers at scale

• 💷 A competitive base salary based on experience in addition to a performance-based bonus, equity plan and pension scheme

• 🧰 Optionally remote work, as long as you can drop by the office every now and then

• 🏝 25 days of vacation in addition to public holidays per year

• 🧖‍♀️ A monthly budget for coaching and self-improvement such as courses, conferences and workshops

• 🏥 Health Insurance

• 👪 Maternity / Paternity leave

• 🏋️ Gym membership

• 🚴 Cycle to work scheme

• 🦸 One volunteer day per year

• 🕰 Flexible working hours, we trust you to work enough hours to do your job well, at times that suit you and your team