At Falkon, we are building a revenue growth platform that transforms business operations through insight and automation.

Backed by OMERS, Greylock and Trilogy Equity Partners, the Falkon platform combines sales, marketing, and product data to enable go-to-market teams to translate their data into insight and action through automated notifications, intelligent scoring and segmentation, and rich analysis capabilities.

We are looking for a Senior Customer Success Manager to onboard and delight customers using the Falkon platform.

You are a highly motivated team player who is extremely organized, and a lifelong learner. You are confident at managing numerous projects simultaneously and have a strong sense of responsibility, accountability, and urgency in everything you do. 

We work hard and fast, and we do it with radical transparency. If you bring your whole self to work, you’ll be a great fit.

What will you do?

• Work with customers to understand their business processes and configuration requirements
• Manage timely implementations, working jointly with customer stakeholders and Falkon technical onboarding teams
• Enable Falkon to become part of our customers daily and weekly workflows through effective onboarding, enablement, and ongoing partnership
• Build relationships within the customer to identify new use cases and applications
• Share customer stories, requests to the product team and influence the product roadmap
• Be curious and empathetic about your customers - learn their business and develop an understanding of Falkon’s value to deliver positive experiences and grow customer relationships

What you'll need to succeed

• Deep understanding of Salesforce CRM, and common Salesforce objects. Knowledge of marketing automation platforms such as Marketo, Hubspot, or Pardot is a plus
• Excellent communication skills, and can engage internal leaders/teams across functions and external stakeholders
• Lightweight SQL experience to inspect customer data and identify obvious gaps
• Minimum of 4 years of consulting experience or customer success experience in a B2B SaaS company
• Ability to learn new technologies, products, and systems quickly
• Working knowledge of RevOps methodologies
• Able to grasp and contribute to technical discussions from a conceptual standpoint
• Prior experience at an early stage startup

Please note that at this time we can only accept US-based applicants with US Work Authorization.

Thanks for your interest in working with us! Defendify is a fast-growing, fun-loving cybersecurity startup with a small, vibrant team and head offices in Portland, Maine. Resourcefulness, responsiveness, problem-solving, can-do attitude, and empathy are core values that shape who we are, what we do, and how we deliver amazing customer experiences.

Position Details

We’re looking for a Customer Success Manager to join us full-time. Someone with a customer-first mindset who is passionate about nurturing relationships and strives for continuous improvement. The successful candidate is a great communicator who identifies and addresses key issues with urgency, efficiency, and empathy. Customer satisfaction and retention are your superpowers, churn is your kryptonite.

About You

We are looking for a team player who:

• Is a self-starter who enjoys a team environment, but also works well autonomously.
• Thrives in a collaborative culture that values a customer-first mindset and approach.
• Has the ability to cultivate and nurture strong relationships with customers out the gate and over the long run.
• Has a passion for solving problems with a can-do attitude (i.e. the glass is half full!) and who is always eager to proactively roll up their sleeves, learn, grow and tackle new challenges.
• Is attuned to the interplay of customer success, sales, marketing, and support with a knack for understanding and communicating across disciplines and varied experience levels.
• Is empathetic, toward customers and team members, and who prioritizes and takes pride in their sense of urgency and ability to problem solve on behalf of the customer.
• Is driven to deliver quality in all aspects of the job, from precision and process to workflows and workmanship.
• Is creative and intuitive, known for clever and outside-the-box thinking balanced against the realities of bandwidth, budget, turnaround time, and feasibility.
• Has strong oral and written communication skills and who is creative and witty, yet professional in their approach to prospecting new customers.
• Has a proven track record of meeting and exceeding goals.
• Is comfortable using CRMs, prospecting software tools, video platforms, and social media.
• Enjoys participating in team discussions and events, including Defendify’s ongoing charity work and missions within the community.

Please note, direct cybersecurity experience is not required. Guidance and necessary training will be provided.

Responsibilities

• Customer Onboarding
  • Onboard and provide guidance for new customers with the Defendify platform.
  • Assist customers in activating and configuring Defendify modules and tools.
• Customer Guidance and Support
  • Schedule, plan, and orchestrate regular customer check-in meetings.
  • Review customer reports and provide ongoing guidance.
  • Liaise with Defendify technical support on behalf of customer when required.
• Customer Retention
  • Build and execute customer retention strategies.
  • Conduct post churn customer reviews and surveys to identify areas of improvement (product and process).
  • Manage and monitor customer retention metrics, set goals and work to achieve and exceed them.
  • Analyze and present post-churn discovery details to other team members for group learning and improvements.
  • Identify areas for improvement across customer success and present findings to leadership regularly
    

Your Success

You are not alone in your role: The Defendify team is made up of "A" players dedicated to your training and success. We thrive on a transparent management philosophy that fosters team collaboration.

Compensation and Benefits

This is a flexible position open to candidates with varying levels of experience and offers significant long-term growth potential. Compensation is competitive and commensurate with experience, and is variable based on personal performance. Our benefits package is comprehensive and includes health, dental, and vision coverage, educational reimbursement, a 401(k) program, paid time-off, and more.

Love What You Do

With Defendify everyone enjoys a flexible work environment allowing team members to work remotely and/or from our head office in Portland, ME. It’s a fun and energetic culture where everyone genuinely cares about each other and the work they do. We're passionate about our product, the problems we're solving, our customers, our partners, and our team. We're in it together, enjoying work and play every day. That includes impromptu social outings and celebrations, company huddles and meetups, team building events, and charity work—even in a remote team digital world!

Opportunity Knocks

This position offers a great opportunity to make an impact as a part of a small team solving big problems, making cybersecurity possible for all businesses. Are you a creative self-starter with an appetite to learn and grow? If so, we'd love to hear from you!

Who we are

80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?

If you are still reading, and connect compassionately about this underserved segment, come and join us to drive Technology Equity in the global workforce.

At Zinier, we are on a mission to enable these 2.7 B Deskless Workers achieve greater success for themselves and the world around them. Guided by a deep understanding of their needs, we design software experiences that enable every Deskless Worker to excel in the field.

We are a remote-first global team headquartered in Silicon Valley. Our hybrid workforce is spread across London, Lisbon, Mexico City, Singapore and Bangalore, and leading investors, including Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management and Qualcomm Ventures LLC.

What we're looking for

If you get excited about onboarding, nurturing and growing enterprise clients; if you excel at converting code talk into business value discussions; if you want to grow your career in a venture-funded Silicon Valley tech company - you have come to the right place. We would like to meet you.

We are looking for a top-notch Customer Success and Delivery Senior Manager (CSDM)who will be responsible for rolling out Zinier’s innovative Field Service Platforms to our enterprise customers worldwide. As a key member of the team, you will be utilizing your outstanding project management, technical and client engagement skills to deliver the solution on time and on budget to the customer.

Role Responsibilities

• Get exposed to the latest technology constructs such as low code, platform solutions and AI in field service
• Becoming a business owner balancing customer goals, revenue and margin in both implementation and post launch projects
• Work with business and IT stakeholders to accelerate time to value on implementation projects
• Work with diverse stakeholders such as Solution Architects, India development teams to ensure on time launch of projects
• Understanding Zinier products in order to influence product development plans and schedules
• Collaborating with Zinier Sales and Business Development team to present our solution in a comprehensive and compelling way to win business
• Presenting regularly to the customer and Zinier stakeholders on the status of the project

Role Requirements

• 5-8 years of software integration project experience in technology or Software as a Service (SaaS) industries.
• Track record of success delivering complex, x-functional projects with mid market to enterprise customers
• Drive customer discussions in key areas such as customer journey mapping, requirements management, acceptance testing to launch leveraging other team members such as solution architects, engineers as needed.
• Regular solution demos and be comfortable responding to high level technical and functional questions
• Strong desire to be a business owner of your customers to balance revenue, costs and margin across a book of business.
• Experience with Agile software development methodologies
• Detail oriented and comfortable planning and tracking projects via Smartsheets, Jira or other modern project management tools
• Communication and comprehension of technical issues when working with the customer and our engineering teams
• Comfortable multitasking on several simultaneous projects
• Strong interpersonal and written and communication skills
• Open and highly collaborative mentality.
• Travel to customer sites 10-20% of the time once Covid restrictions are lifted
• Experience working in a start-up or entrepreneurial environment is highly desirable
• Hunger, Hustle, Honesty, Humility

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