Customer Success Manager - GitGuardian

Our ideal candidate will be located on the East Coast (Eastern Time Zone specifically), other locations may be considered with relevant DevSecOps experience.

GitGuardian is a global cybersecurity scale-up. Based in Paris, we have almost 150 employees globally.

Among our early investors who saw our market value proposition, are the co-founder of GitHub, Scott Chacon, along with Solomon Hykes, Docker's co-founder. American and European top-tier VC firms have also invested in GitGuardian.

GitGuardian leads the way in Non-Human Identity security, offering end-to-end solutions from secrets detection in code, productivity tools and environments to strong remediation, observability and proactive prevention of leaks. Our solutions are used by more than 600K developers worldwide!

About your team and mission:

Our typical customers are companies with hundreds to thousands of developers that are leveraging hundreds of services like SaaS applications, cloud infrastructure, or internal microservices and are mature on DevOps and cloud adoption.

We’re seeking a proactive, driven, and methodical Customer Success Manager to play a key role in our client journey. You will work with clients of different sizes, from diverse industries, and across global markets, mostly in North America. You will collaborate closely with teams in France and the USA, including Account Executives, Account Managers, Sales Engineers, Product Managers, and others.

You will:

• Own the entire lifecycle of our customers; including support during onboarding, deployment, and ongoing & proactive touch points.
• Help our customers make the most out of our solutions capabilities and make it into an essential part of their security program
• Identify risks or blockers faced by customers and report / escalatethem promptly.
• Design and implement action plans to address issues and overcome challenges, ensuring customer satisfaction.
• Act as a reliable point of contact for customers, providing prompt and accurate responses to their inquiries.
• Collaborate closely with cross-functional teams, including Product, Sales, Marketing, and Finance, to share customer insights and improve the overall customer experience.
• Field small and simple renewal processes in your portfolio.
• Update and maintain client activity details in our CRM.
• Maintain a deep understanding of our competitive landscape and your customer’s needs.
• Occasional travel to (key) client accounts and some external events as appropriate (we anticipate approximately 10-15% travel)

Your success is tied to our customers’ success. By nurturing your customers, you’ll help them achieve their desired outcomes. You see each interaction with your customers as an opportunity to help them, gain their trust and understand their needs.

About You:

Here's what we consider essential for success in this role:

• A previous work experience in a DevOps, DevSecOps or Cybersecurity environment is required.
• We’re looking for someone with 3-5 years ofCSM experience.
• Excellent social skills and empathy, enabling you to build strong relationships with customers.
• Ability to act swiftly and adapt to different contexts, addressing customer needs promptly and effectively.
• Curiosity and understanding of our product's technology, allowing you to grasp its functionalities and benefits.
• Autonomy in managing customer accounts, balanced with the ability to report customer situations accurately.
• Strong communication and presentation skills, both verbal and written.
• Organizational and project management skills: ability to organize yourself to anticipate renewals, to work with internal partners (AEs, AMs, etc.)

1. Video call with a Talent Acquisition team member

To discover your professional projects and evaluate if there could be a mutual match.

2. Interview with your future manager

To know more about yourself, present to you the team: missions, rituals, seniority level, and make sure you would be able to succeed in the following steps of the recruitment process.

3. Business case

To evaluate your skills for the position and project yourself into the role.

4. Final interview with an Executive

To explain our company’s vision and ambitions forthe next couple of years, and get to know you.

• ️ 25 days ofPTO (employees are strongly encouraged to use all of it!)
• ️Health, Dental & Vision insurance (80% coverage), for individuals and their families
• Short term & long term disability insurance (100% paid)
• Travel policy including to our annual off-sites ('23 was South of France!)
• Up to $300 towards your home office set-up
• Monthly remote work stipend $70
• Complimentary access to Talk Space
• Referral bonus of $4000 for any new Guardians we might hire thanks to you
• 401(k) with Empower

And also...

• Becoming an early joiner of GitGuardian US team, with many opportunities for career development in the long term
• We have the #1 downloaded app on the GitHub marketplace

More about GitGuardian!

Products

• Understand how GitGuardian works in this short video !
• Our solutions are already used by hundreds of thousands of developers in all industries and GitGuardian platform is the n°1 app on the GitHub marketplace

Clients

• GitGuardian helps organizations find exposed sensitive information that could often lead to tens of millions of dollars in potential damage.
• More than 70% of our customers are in the United States.
• Many F500 companies use GitGuardian's platform.

People

• The Guardians are knowledgeable, committed, serious, aligned with the company’s mission, and true team players: always willing to help each other grow our skill sets!
• The team is diverse and we hail from more than 20 different countries.
• We are also agile, remote-friendly, and fun people to work with.
• You will get trust & autonomy on your perimeter with a very transparent internal communication and a strong impact on the company development.

GitGuardian is an equal opportunity employer committed to encouraging and celebrating its diverse and inclusive workforce. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

We welcome all without regard to age, race, color, religion, gender identity and expression, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, citizenship, national origin, disability, military status, veteran status, political affiliation, or any other protected characteristics. All aspects of employment will be solely based on merit and qualifications related to professional competence. GitGuardian operates on a principle of mutual respect and acceptance, and every employee must follow GitGuardian's anti-harassment and anti-discrimination company policies.

We invite you to have a look at our Glassdoor profile for transparent reviews from our previous and current employees.

Very pleased

Very dynamic company, and very friendly team. The technical level is quite high which is very stimulating. Open for remote work!

Great spirit in a dynamic company

GitGuardian has a deep technical DNA. The culture is very much oriented towards knowledge sharing. The environment is sound: big ambitions without pressure from the top management.

Good company to work for!

Good projects with technical challenge, career progression, good salary.

Great place to work

Application Security is exciting. Our products are really useful and customers love them. Great leadership. Competitive OTE, workplace flexibility and cool gatherings.

GitGuardian leads the way in Non-Human Identity security, offering end-to-end solutions from secrets detection in code, productivity tools and environments to strong remediation, observability and proactive prevention of leaks.

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