Manager of Customer Success

Job Description

Who We Are

Cobalt provides the world's largest pentesting platform, delivering thousands of pentests per year. Cobalt's Pentest as a Service (PtaaS) platform is modernizing traditional pentesting. By combining a SaaS platform with an exclusive community of testers, we deliver the real-time insights you need to remediate risk quickly and innovate securely. We see the Pentest as a Service model as a first step in our vision to create a new interface to the security workforce. We have seen tremendous traction over the years and today we have 1000+ customers on Cobalt's platform, ranging in size from Fortune 50 companies to emerging tech start-ups.

We are remote-first with local hubs in Austin, Boston, Berlin, and San Francisco. We have Scandinavian roots, an American base and a global outlook. Our team is characterized by a fun, fast-paced and collaborative culture based on individual responsibility and ownership.

We have secured more than $50M in funding from a variety of top flight investors, led by Highland Europe. We are using our funding to expand global usage and continue development of the Cobalt platform, which pioneered the Penetration test as a Service (PtaaS) model.

Description

We are looking for a Manager of Customer Success to help us scale, mentor, and manage our Customer Success Team. The Manager of CS will report to our Director of Customer Success.

What You'll Do

• Effectively manage a team of Customer Success Managers. This includes providing training, development, and professional growth opportunities for your reports
• Enable the team to drive customer health scores, product adoption, and playbooks for customer touch points and business reviews
• Support ongoing team growth and development, including recruiting, hiring, training, and mentoring
• Partner with Sales, Marketing, Product, and Operations to drive cross-functional strategic initiatives
• Exceed all performance targets, including NPS, net dollar retention, maintaining high retention and growth rates
• Collaborate closely with go-to-market team and support renewals and expansion opportunities
• Participate with the extended CSM Management team to develop and refine standard methodologies
• Ensure communication, reporting and operational activities are handled in a consistent, timely, accurate manner internally and externally
• Serve as an escalation point for customer issues ensuring issues are resolved quickly
• Develop and execute an automation and programs driven strategy for our tech-touch customer base

You Have

• 3+ years of previous experience directly managing a team of Customer Success Managers
• A global mindset and welcome working with teams across geographies. You can make your team look good and help them overcome challenges
• The ability to deliver quality at speed and thrive in a high velocity environment. You like that we have hundreds of clients and many more feature requests. You handle uncertainty well and are excited about the enormous influence you will have on your team. You present complex technical challenges so that everybody can understand
• Grit and a hunger to constantly learn. You don’t give up. You might not have any security experience - but you learn super fast
• You are energized by Cobalt’s opportunity and growth and want to have an equity stake in Cobalt.io

Diversity at Cobalt

With over 45 nationalities already at Cobalt (and counting) we respect and celebrate diversity! We’re proudly committed to equal employment opportunities regardless of your gender, religion, age, sexual orientation, ethnicity, disability, or place of origin. We support each other and are grateful for each Cobalter's contribution to our mission — let's make security dance!

Please apply even if you don't think you meet all of the criteria above but are still interested in the job. Nobody checks every box, and we're looking for someone excited to join the team.

Why You Should Join Us

• Grow in a passionate, rapidly expanding industry operating at the forefront of the Pentesting industry
• Work directly with experienced senior leaders with ongoing mentorship opportunities
• Earn competitive compensation and an attractive equity plan
• Save for the future with a 401(k) program (US)
• Benefit from medical, dental, vision and life insurance (US)
• Leverage stipends for:
  • Wellness
  • Work-from-home equipment & wifi
  • Learning & development
  • Unlimited books
• Treat yourself to paid remote lunches
• Make the most of our flexible, generous paid time off
• Work remotely from anywhere in the US
• Explore the world with our travel bonus payouts at your 2, 3, and 5 year anniversary