Customer Success Manager

As part of the Digital Risk Management team, you will be working in a startup environment (www.zeguro.com) with a talented team based in the San Francisco Bay area. You will be actively involved as the customer success manager for our B2B and B2C SaaS products, to ensure customer engagement and satisfaction. This is a great opportunity to help secure millions of small businesses and consumers, while learning about cybersecurity - a much sought after domain.

 You will be part of the Global Innovation Group, interacting with product strategy, global product management, software engineering teams, and every function within the company. You will actively be involved in strategy and roadmap conversations, while interacting with our large customers.

 Our culture is one that strongly values transparency, diversity, creativity and ambition. Be part of this outstanding team and help us empower every business to withstand the digital unknown.

Job Description:

The customer success manager will be HSB’s first point of expert contact for questions related to HSB’s digital risk management services.  The CSM is responsible for ensuring that customers (including insureds, client companies, and agents and brokers) are satisfied with HSB’s digital risk management services, answering common questions as they relate to services, and triaging requests that require an escalation to product management, cyber concierge, or vendors / partners.  Based on the CSM’s technical background and customer interactions (and the data those interactions generate) the CSM will also support further development and iteration of HSB’s products and services.  The CSM’s responsibilities will be initially focused on cyber security risk management services, but, over time, will also include other digital risk management services and questions that arise from other interactions that HSB may have with customers.  The CSM’s responsibilities may also include onboarding and training of additional customer success staff as necessary.

Education and Experience:

• Bachelor degree in Information Security, Computer Science, Information Management Systems, Business, or related field, or equivalent experience in these fields.
• CSM certifications (Certified Customer Success Manager) are a plus
• Experience (combination of 7+ years)
• 3+ yrs in a customer success role
• 2+ yrs experience with B2B product
• 2+ yrs at a SaaS / cybersecurity product company
• Experience supporting risk management service

Knowledge and Skills:

• Experience with CRM tools like Salesforce and HubSpot
• Experience working with large and small businesses, MSSPs, cybersecurity vendors, or consulting firms is highly valued
• Communication skills: Strong communication skills, both written and verbal, are essential for this role. Must be able to explain technical cybersecurity concepts in a way that is understandable to non-technical clients
• Problem-solving skills: Have strong problem-solving skills and be able to think creatively to come up with solutions to clients' issues or concerns
• Interpersonal skills: The ability to build and maintain relationships with clients is key to this role. A customer success manager should be friendly, patient, and empathetic
• Organizational skills: Should be highly organized, able to prioritize tasks effectively, and manage multiple clients and projects simultaneously
• Proactive attitude: anticipating customer needs, identifying potential roadblocks, and taking preventive measures to ensure customer success
• Business outcome focus: focused on helping customers achieve their desired business outcomes using the product or service they have purchased
• Technical skills: Familiarity with cybersecurity concepts, and B2B SaaS analytics

The salary range for this position in California is $141,800- $207,900 plus opportunity for company bonus of up to 15% of eligible pay.  In addition, the company provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).

The salary estimate displayed represents the typical salary range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. Most candidates will start in the bottom half of the range.

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.  

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.  The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.