Join Us!

Sales & Support

Customer Success Manager

Secure.com is seeking a Customer Success Manager. If you believe you are the one, then wait no further.

  • Oversees all aspects of the customer service experience, to troubleshoot processes and procedures, and make improvements in customer service quality.
  • Implement effective processes for customer service representatives to interact with customers via email, live chat or instant messaging.
  • Drive usage, adoption and value realization in order to meet or exceed adoption and net retention targets by executing on Success Plans.
  • Develop account plans in partnership with account teams (Account Executives, marketing, services, partners, etc.) to drive product adoption, satisfaction and expansion opportunities.
  • Work cross-functionally with strategic and technical colleagues to accomplish customer goals.
  • Engage with Secure.com’s product team to translate customer feedback into product requirements.
  • Holds regular meetings with department staff to discuss expectations and hear team concerns
  • Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure.
  • Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department.
  • Drive customer success outcomes including increase renewal rates and reduce churn.
  • Define and optimize customer lifecycle:
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
  • Lead and motivate a team of 15 to 20 Support Agents providing chat and ticket support.
  • Collaborate with customer support and other business stakeholders to identify and implement operational needs and improvements.
  • A Master’s degree or equivalent management experience, with 8 to 10 years of customer support experience.
  • Prior web hosting experience in a high volume operations and customer support environment is a plus.
  • Advanced knowledge of standard web technologies (servers, domains, email, and FTP).
  • Experience and exposure to documenting and improving processes.
  • Effective listening and strong verbal and written communication skills.
  • Prior management experience in team sizes ranging from 10-20 people
  • Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
  • The ability to monitor staff, enforce policies objectively, and ensure productivity.
  • Proficiency with Windows operating systems and MS Office applications, including Word, PowerPoint, and Excel.


Don't see any position that's right for you? We'd still like to hear from you.

Submit your resume to sync@secure.com

Do You Have Any Business Opportunity In Mind? Let’s Discuss The Possibilities!

Contact Us