Customer Success Manager (RoW)

Customer Success Manager (RoW)

We are Heimdal® and cybersecurity is our passion. Join us in an internationally expanding business, leading the fight against cybercrime!

We have been praised by the FBI and are winners of multiple awards, most recently the "Cloud Based Solution of the Year" at the 2023 Network Computing Awards and "Risk Management Award" at the Security Excellence Awards and 7 (!) awards in the G2 Fall report, such as "Best Support for Mid-Market", "High Performer in the EDR, Endpoint Management, and Antivirus categories" and "Highest User Adoption in the EDR category".

When joining Heimdal, you will embark on a thrilling ride in Europe's fastest growing bootstrapped cybersecurity business, where we believe that the team is the cornerstone of what we do tomorrow. We are leading the fight against cybercrime, developing new technologies and providing intelligence to protect over 15,000 companies worldwide against cybercriminal attacks and data security breaches.

The Role

As a Heimdal Customer Success Manager, you will be responsible for ensuring customers obtain the maximum value possible from their investment in our products. You will work in close cooperation with sales leadership to improve retention, minimize churn risk, and drive additional growth through proactive engagement with your assigned customer base in our "Rest of World" territory.

You will have a consistent track record of success renewing Cloud subscription licensing, with growth, and in building beneficial, positive relationships with customers, the broader account management team, and channel partners.

This position carries a sales quota.

You will be based out of our Bucharest office (with opportunity for hybrid/remote work). You will report into Ross, our Customer Success Director UK/RoW.

Your day-to-day

• Manage current customers and carry an individual bookings target.
• Meet/exceed assigned expansion and renewal rate/ retention targets.
• Working on a long-term cycle to identify renewal risk, and partner on remedial actions aimed at securing an on-time renewal.
• Identify expansion opportunities to generate additional revenue (upsell/cross-sell), driving those opportunities to closure and/or ensuring that the appropriate account management resources are engaged to maximize the opportunity.
• Maintain accurate account, license, service contract, asset and entitlement records within salesforce.com and ongoing customer interaction.
• Manage renewals from opportunity to invoice, understanding pricing and contractual obligations.
• Predictable Forecasting - Demonstrated success in predictably and consistently delivering monthly and quarterly forecast through strong opportunity management.
• Pro-actively identifying issues that may impact a renewal, and engaging all available resources to resolve.
• Collaborates cross-functionally to ensure adoption and lifetime value by aligning solutions to high priority customer initiatives, adoption, value realization, and ultimately high customer satisfaction
  

Attributes

• Good sales- and consultative skills
• Strong presentation- and communication skills
• Strong interpersonal skills with a flair for building strong relationships
• Excellent data organization and analysis skills
• Proven ability to lead the sales process and close business deals
• Ability to solve problems quickly
• A self-starter with the ability to work independently
• Willing to grow and help other teammates grow by offering and accepting wisdom, feedback and help when needed.
• Ability to work within a fast-paced environment, with high adaptability and positive attitude.
• Being a firm believer in the math of sales, knowing success is a combination of hard work, strong priorities, and high quality.
  

What you bring to the team

• 2-3 years of experience in a similar role.
• Sales or renewals experience and data analytics across a diverse customer base with a demonstrated ability to meet or exceed sales targets for retention and/or growth.
• Experience with Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS) or Infrastructure-as-a-Service (IaaS) is a plus.
• C-level poised, confident executive presence and polish, and good sales- and consultative skills
• Manage accounts by building and developing customer relationships through personalized contact, understanding of customer’s needs, probing for expanded opportunity and use cases and ability to communicate solution values of products & services
• Have a strong product understanding, system knowledge and processes to manage a pipeline of opportunity.
• Good understanding of the security and threat vendor landscape.
  

What we offer

• We value your personal and professional growth and with us you will have many opportunities to grow in your career, as a person, and within a team. We have frequent performance appraisals, progression path, and internal learning and development to support you and your growth.
• International work environment in a fast-growing global company
• Up to 5 additional company-paid days off annually (“Personal Day” and “Anniversary Days”)
• Private medical subscription (Regina Maria)
• LinkedIn Learning and Bookster subscriptions
• An attractive commission model
• Referral bonus

Our Mission
We are leading the fight against cybercrime and protecting the operational integrity of all midmarket and lower enterprise companies.

Our Culture
We believe in hiring the best and the brightest while cultivating a culture of collaboration and execution. We are Dedicated, Innovative, and Humble. As in devoted and passionate about our work and what we do. We seek to optimize, improve every day, and challenge status quo. We are open-minded to new ideas and to feedback, and we know success comes from hard work.

We are committed to constantly create an environment where each individual has the opportunity to grow, personally and professionally. We have a strong sense of unity and togetherness and know we are stronger together, and having fun together is a key element at Heimdal.

See what Peter, our Sales Enablement Partner, has to say about Heimdal here:

https://youtu.be/09VMldwc9PQ?si=81YnH7gt1dOnWU8G

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to gender, race, color, disability, religion, marital status, family or parental status.