Customer Success Manager

About us

Our managed detection and response service is built on CrowdStrike, SentinelOne and Microsoft Defender. The product is a vulnerability management platform that scans networks and ranks fixes by real-world risk.

About the role

You will be the customer's main contact after the sale and their voice inside Vancouver Threat Labs. Our team is spread across 11 countries. Headquarters is in Vancouver. Employment is through our payroll partner in Nepal. Salary is paid monthly in Nepalese rupees. Our standups are at 9:00 AM Pacific. Reliable internet and a power backup are a must.

What you'll do

• Recruit happy customers for references and case studies.
• Monitor usage and health scores in Gainsight and act on red flags.
• Drive renewals alongside the commercial team, starting 120 days out.
• Report monthly on churn risk and saves.
• Document every customer touch in Salesforce.

Requirements

• 2-4 years in customer success, account management or implementation at a SaaS company.
• Calm under pressure when a customer is angry.
• Experience managing renewals or retention targets.

Also helpful

• Prior implementation or onboarding role.
• Zendesk or Intercom experience.
• Experience with usage-based pricing.

Compensation and benefits

• Home office setup budget.
• Monthly internet allowance.
• Company laptop.
• Annual learning budget.

Please mention your notice period and expected salary.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Vancouver Threat Labs.