Customer Success Manager

COMPANY CONTEXT
Founded in 2018 by cybersecurity experts and seasoned entrepreneurs, Hackuity is a cybersecurity software startup headquartered in Lyon, also present in Paris, with a global ambition. Hackuity provides a disruptive technology solution that rethinks the way IT vulnerabilities are managed in organizations. Hackuity’s innovations are regularly in the news: winner of the Jury’s Prize of the FIC 2021 Startup Award, winner of the Banking Innovation Awards 2020 and winner of the I-Nov innovation competition (BPI).
Our customer base is growing very fast. We now count among our customers prestigious logos in various sectors such as banking, industry, or telecommunications. In order to focus on fostering a relationship with Hackuity’s partners and also to create an extraordinary customer journey, we now recruit our Customer Success Manager.
By joining us, you will have the opportunity to scale-up a security application to the next level in an agile and exciting environment.
Hackuity pays a great attention to its bright and outstanding people and therefore we keep on creating an environment in which they actually blossom.
We are led by strong core values: humbleness, team spirit, drive, and passion for our product.

JOB DESCRIPTION
You partner with our sales, taking over the relationship with our clients, liaising with our channel partners to engage our customers with the Hackuity platform.
Once the product is deployed, you aim at understanding our clients’ operational challenges, helping them achieve their objectives and realizing their full potential through accelerated adoption and productive use of the Hackuity platform.
You also serve as a technical advisor and evangelist to our customers and channel partners by delivering technical material such as writing material, webinars or trainings to showcase the new features of our solution.
Job open in Paris or Lyon

MISSIONS & SKILLS

Customer life-cycle management

• Lead regular operational reviews to track the health of our customers and, where appropriate, implement formal improvement plans.
• Contribute to design and implement a Customer Success Plan - clear statement of “what” and “how” we will deliver value throughout the customer lifecycle.
• Support customers and partners during roll-out and offer regular touch of point to best handle any technical operational needs.
• Act as primary technical contact, providing advisory services. You will address potential technical troubleshooting and problem resolution.

Cross-team interactions

• Partner with our R&D team to uncover currently un-known needs, use insight and data to engage on a strategic basis with our clients and to reinforce our product roadmap.
• Work closely with the support team to analyze, optimize and prioritize support process and find the required developments to put in place.
• Work hand in hand with sales to ensure new clients are taken care of by the Customer Success team and the client renews at the end of the day.

Technical materials production and communication

• Develop premium and compelling materials that broaden the use and understanding of Hackuity product.
• Communicate with our clients on know-how, latest features and versions of Hackuity products thanks to engaging and easy-to-use material to make technical information accessible to our partners and users (webinar, white papers, mock-ups, etc.).
• Serve as a product expert that helps customers fully leverage Hackuity product’s features and capabilities (customer and channel partners knowledge transfer).

Experience
3+ years in a customer-facing position such as consulting or pre-sales. Master’s degree in Business or Engineering required from an accredited School or University.

Required skills

• Ability to work and act as a customer facing with technical leaders and communicate solution and information in the customer’s context
• Strong problem solving & troubleshooting skills
• Exceptional cross-organization collaboration
• Excellent written & oral communication skills
• Strong relational and empathic capabilities
• Combination of an analytic mindset and business savvy
• English fluent

Valuable skills

• Previous experience dealing with key account customers (CAC40 or equivalent)
• Previous experience in a startup or small team with strong focus on autonomy and cross-team collaboration
• A strong candidate will have some information security experience or a strong interest to learn

First remote interview + meeting with the team!