中小企业客户成功经理
SMB, Customer Success Manager
About DeleteMe:
DeleteMe 是主动隐私保护领域的领导者。我们帮助安全团队减少人为攻击面，通过持续监控并从公开网络中移除泄露的个人数据（PII）——这些数据是威胁行为者用于发起社会工程、钓鱼、生成式AI深度伪造、曝光（doxxing）活动、人身威胁和身份欺诈的工具。
作为一家快速发展的全球SaaS公司，DeleteMe 为消费者和企业客户提供服务。DeleteMe 已完成超过一亿次退出删除操作，帮助客户降低与身份盗窃、垃圾邮件、曝光和其他网络安全威胁相关的风险。我们提供详细的隐私报告、持续监控和专家支持，以确保持续的保护。
DeleteMe 为您的最脆弱攻击向量：您的员工，提供可扩展的托管防御层。这就是为什么30%的财富100强企业、顶级科技公司、主要银行、联邦机构和美国各州依赖 DeleteMe 来保护其员工。
DeleteMe 由一支充满热情且经验丰富的团队领导，致力于一项强大的使命：赋予消费者隐私权。
职位名称：SMB, 客户成功经理
职位简介
作为客户成功经理，您将作为客户的代言人，并作为战略业务伙伴与客户合作，帮助他们围绕 DeleteMe 的产品进行账户优化。客户成功经理努力了解 DeleteMe 客户如何使用我们的产品，以及哪些额外的产品功能将有益于我们的客户群体。成功经理负责推动客户的留存体验，并制定优化整个客户生命周期的战略。作为客户成功的关键利益相关者，成功经理将参与项目管理、账户管理、客户留存、产品/功能部署、客户反馈循环、客户增长机会等。
职责
- 与接近续约的客户保持持续沟通，确保顺利续约并减少流失。
- 持续与客户沟通，确保 DeleteMe 有适当的付款方式存档，以便自动续约符合条件的客户。
- 更新客户订阅和发票，确保顺畅的计费流程。
- 维护 Salesforce 记录，确保数据整洁。
- 在可能产生交叉销售机会时，与 CSM 和销售团队协调。
- 与财务部门协调，确保发票和订阅信息正确。
查看英文原文
About DeleteMe:
DeleteMe is the leader in proactive privacy protection. We help security teams reduce their human attack surface by continuously monitoring and removing exposed personal data (PII) from the open web — the very data threat actors use to launch social engineering, phishing, Gen-AI deepfake, doxxing campaigns, physical threats, and identity fraud.
Operating as a fast-growing, global SaaS company, DeleteMe serves both consumers and enterprises. DeleteMe has completed over 100 million opt-out removals, helping customers reduce risks associated with identity theft, spam, doxxing, and other cybersecurity threats. We deliver detailed privacy reports, continuous monitoring, and expert support to ensure ongoing protection.
DeleteMe acts as a scalable, managed defense layer for your most vulnerable attack vector: your people. That’s why 30% of the Fortune 100, top tech firms, major banks, federal agencies, and U.S. states rely on DeleteMe to protect their workforce.
DeleteMe is led by a passionate and experienced team and driven by a powerful mission to empower consumers with privacy.
Job Title: SMB, CUSTOMER SUCCESS MANAGER
Job Summary
As a Customer Success Manager you will act as the voice of the customer and work with customers as a strategic business partner to help them optimize their account around DeleteMe’s product offering. Customer Success Managers strive to understand how DeleteMe customers use our product and what additional product features will benefit our customer base. Success Managers help drive the retention experience for our customers and strategize on optimizing the entire customer lifecycle. A critical stakeholder for client success, Success Managers will be involved in project management, account management, customer retention, product/feature deployments, customer feedback loops, customer growth opportunities, and more.
Responsibilities
-Ongoing customer engagement for customers close to renewal to ensure a successful renewal process and reduce churn.
-Ongoing customer engagement to ensure DeleteMe has an appropriate billing method on file so DeleteMe can auto-renew applicable customers.
-Updates to customer subscriptions and invoices to ensure a smooth billing process.
-Maintaining Salesforce records to ensure data cleanliness.
-Coordination with CSMs and Sales as needed when upsell opportunities become possible.
-Coordinates with Finance to ensure invoices and subscriptions are accurate and timely.
-Coordinates with CSMs and AEs when contracts/agreements are required.
-Provide customer outreach at renewal and assist Account Executives to identify upsell opportunities for SMB customers.
-Assist with customer offboarding for SMB clients.
Experience
-Ability to engage with external customers alongside the account team.
-Outstanding communication, presentation, and customer relationship skills.
-Self-motivated and results-driven with a strong work ethic.
-Comfortable working independently and remotely.
-Extensive experience with customer-facing roles.
-Salesforce experience.
-Collaborative and team-oriented.
What We Offer:
-Comprehensive health benefits - Medical, Vision, Dental
-Flexible work schedule
-100% work from home
-Generous 401k matching up to 6%
-20 days paid time off
-15 sick days
-12 company-paid holidays
-Childcare expense reimbursement
-Fitness and cell phone reimbursement
-Birthday time off