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Customer Success Manager

About Us

At Resilience, we're creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management.

Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities – and built by prominent leaders and innovators from the insurance, technology, and cybersecurity industries – Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations.

Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies - all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one.

Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience's team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team.

Customer Success Manager

As a Customer Success Manager at Resilience, you will join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. We are seeking an equally motivated, customer-centric CSM who's passionate about ensuring our customers maximize value and achieve their critical cyber risk management outcomes. Resilience is committed to helping organizations thoughtfully track, translate, and transfer their risk via our innovative Cyber Solutions offerings.

This position is full-time and remote-friendly. We have offices located in New York, Chicago, Cincinnati, Baltimore, and San Francisco

Responsibilities:

Proactively manage a portfolio of key accounts to drive adoption, demonstrate ROI, and help customers reduce cyber risk exposure. Ensure high-value, measurable outcomes.
Optimize and scale established Customer Success playbooks and processes (e.g., health scoring, renewal strategy, escalation management) to drive efficiency and support continued high-growth.
Act as the Voice of the Customer; synthesize feedback and collaborate directly with Product, Engineering, and Sales to drive product enhancements and optimize the overall customer journey.
Conduct rigorous, data-driven analysis on customer portfolios to prioritize opportunities and mitigate risk of churn; accurately forecast renewal and expansion opportunities.
Successfully identify and qualify opportunities for upselling/cross-selling, partnering seamlessly with the Sales team to achieve revenue expansion targets.
Nurture key customer relationships into strong advocates for Resilience, leading to new references and case studies.
Develop and deliver targeted training and enablement sessions to ensure end-user proficiency and deep platform adoption.

Qualifications:

Required: 6-10 years of progressive experience in a Customer Success or Account Management role within a B2B SaaS environment.
2+ years of professional experience in cybersecurity, cyber insurance, or risk management
Proven ability to navigate the entire customer lifecycle, ensuring successful strategic onboarding, executing high-impact Executive Business Reviews, and consistently achieving targets for Net Revenue Retention.
Exceptional emotional intelligence and a proven track record of building trust and driving high customer satisfaction and/or Net Promoter Score.
A proactive, self-starter mentality with the ability to thrive in a fast-paced, ambiguous start-up environment while bringing innovative ideas to drive customer adoption.
Outstanding communication and presentation skills, with the ability to effectively articulate complex technical and business value to all levels, from technical teams to C-suite executives.
Required: Bachelor's degree (BA/BS) or equivalent relevant practical experience.

What Resilience Offers You

Innovative company culture

Flexible work schedules

Family paid leave

Paid healthcare for employees

401k/Pension

Professional development & career advancements

Flexible paid time off

Employee referral bonus

Accommodations and Accessibility

We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please let your recruiter contact know.

Beware of Job Scams

Resilience is excited to welcome talented individuals to explore career opportunities with us. However, we urge you to stay vigilant against recruitment scams where fraudsters may impersonate our company. We will never ask for payments, conduct interviews via chat rooms, or contact candidates from personal email accounts. All job applications must be submitted through our official platform at greenhouse.io , and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please let your recruiter contact know. Thank you for helping us maintain a safe and secure recruitment process.

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