Senior Customer Success Manager

About the role:

Our Customer Experience team is looking for a Sr. Customer Success Manager to help us achieve ambitious growth goals and ensure customers have an excellent experience. As a Customer Success Manager, you will be responsible for working with our customer base by bringing Dashlane’s best practices, innovations and capabilities directly to the admins and users of our product. You will foster relationships with key customer stakeholders, assist them with ongoing projects and strategize operational improvements to ensure their success with Dashlane. With significant company focus on Dashlane’s B2B products, you'll be at the heart of Dashlane's mission and a critical member of a growing, International team.

We’re looking for self-motivated, curious, resilient professionals with strong organizational and follow up skills, who thrive in a fast-paced environment. Your success in this position depends on excellent customer communication and strategy via email, Zoom, phone, etc. and the ability to quickly assess prospective opportunities for improvement through discovery and qualification while uncovering business needs through active listening and thoughtful questioning. You’ll be working with a variety of people including IT admins all they way up to Executive/C-Suite contacts in IT and Security. You'll develop strategies and tactics to maximize success and will collaborate with cross-functional peers in Customer Success, Sales, Support, Product and Engineering. If this sounds like the type of role and environment you'll thrive in, then we want to talk to you.

Location:

This role will be located in our NYC office in a hybrid capacity for 3 days a week.

At Dashlane you will:

• Create an exceptional experience for Dashlane's top/enterprise customers, ensuring a positive journey after the initial sale is closed through their annual renewal.

• Become an expert on Dashlane’s offerings and help develop rollout and deployment strategies to best match new customer needs based on their specific circumstances to help improve password habits company wide.
• Fully own a diverse customer list and work independently to ensure needs are met and/or surfaced for internal development teams to consider.
• Consult with customers to define collaboration goals, success criteria and program strategy to ensure a customer perception of value that leads to renewal and expansion.
• Act as the subject matter expert on the features, benefits and application of Dashlane’s products and services.
• Proactively develop a trusted advisor relationship with customer stakeholders to drive product adoption, educating customers on the Dashlane value proposition and product features over the phone, via email, and via product demonstrations (and, of course, Zoom).

• Conduct periodic customer health-checks to understand behavior, identify renewal risk, and proactively address inactivity and/or missed opportunities to ensure success.
• Manage and resolve customer requests, collect product feedback, feature requests, and foster product testimonials from the existing customer base.
• Meet and exceed quarterly quotas to ensure Dashlane successfully retains and grows account revenue.
• Build long-term customer relationships with a focus on ensuring they know the customer success team can help them navigate uncharted territory within their organization.
• Work in tandem with Dashlane’s customer service and support team to ensure technical product related problems and/or questions are resolved at the right level.

• Learn side by side with peers about the changing landscape of digital security with a team who understands most incoming employees will need some level of basic training on Dashlane and general password management topics.
• Work on a diverse, global team with a positive outlook and desire to help others. Flexibility, drive and passion are key to the team’s working style.

Requirements:

• 3+ years of customer success/sales/account management
• 3+ years in a B2B SaaS/ Tech environment

Nice-to-haves:

• A proven track record of consistently meeting or exceeding expectations such as assigned activity/sales quotas
• Exceptional verbal and written communication skills and an ability to effectively communicate and influence others

• Exceptional organizational, time-management, and prioritization skills
• Creative and entrepreneurial mindset - interested in helping to build a business with the ability to change direction and operate in a fast-paced, high growth environment.
• Strong sense of accountability and responsibility- you’re willing to go the extra mile with a strong work ethic.
• Can perform day-to-day work with minimal supervision, and new and/or complex assignments with minimal direction; self-directed and resourceful.
• High degree of perseverance and passion for our product and mission.

• Tech-savvy, personable with natural problem-solving abilities and demonstrated discretion and ability to work with confidential information.
• Ability to think critically, troubleshoot and solve complex problems in a fast-paced, data-driven, metrics-oriented environment.
• Domain knowledge and experience with Identity and Access Management (IAM), Enterprise Password Management, or similar Information Technology/Security verticals.
• Domain knowledge and experience with cloud and on-premise IT environments, enterprise web technologies, directory services (MS Active Directory, etc.), endpoint and network management.

Salary Range: $117,000 - $137,000 in base + variable pay

Our salary ranges are based on paying competitively for our size and industry, and are one part of total compensation package that also includes benefits, and other opportunities at Dashlane. We also include equity in all compensation packages and believe 100% of Dashlaners should have an option to purchase ownership in the company and benefit from what we hope will be a lot of upside growth.

Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other Dashlaners. We expect the majority of the candidates who are offered roles at Dashlane to fall healthily throughout the range based on these factors.