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Customer Success Executive-Scaled



Customer Service, Sales & Business Development
Posted on Wednesday, July 19, 2023
Tessian protects every business’s mission by securing the human layer
The Tessian Cloud Email Security platform helps enterprises defend against email attacks, protect against data loss and respond to security incidents more efficiently. By combining artificial intelligence with an understanding of employee email behavior, Tessian is able to prevent complex email attacks and data loss incidents that evade Secure Email Gateways and the built in security controls of M365 and Google Workspace.
The world's largest banks, healthcare organizations, hedge funds and law firms all use Tessian to secure their email environments, data and people whilst saving their security team time. In 2022 alone, Tessian prevented hundreds of thousands of business email compromise attacks, data loss incidents and saved hundreds of hours of work for security teams.
Tessian is headquartered in London and Boston with 200+ employees globally and has raised over $120m in venture capital funding from world leading investors like Sequoia, Accel, Balderton, March, Citi and Okta. Tessian was recognized as one of Fast Company’s Most Innovative Companies for 2022. More information can be found at www.tessian.com.
Customer Success at Tessian
Customer-centricity is at the forefront of everything we do at Tessian. We’ve built a world-class CS team, and are now looking for an ambitious Customer Success Manager to take our program to the next level. You’ll be joining a world-class Customer Programs team at the time where scaled success is the hottest topic in CS where you’ll be responsible for building key initiatives to shape our digital engagement strategy.
Taking ownership of a strategically critical portfolio of customers, you’ll be working closely with our commercial customers, across industries (legal, financial, technology, etc) and stakeholder roles (incl. CIOs, CTOs, CISOs). As well as being responsible for renewals and advocacy in our NAMER customer base, you'll be a bridge between Product and our customers - communicating our technology, understanding pain-points and interpreting future customer needs to inform product development.
You’ll be responsible for creating initiatives that allow us to scale and automate how we engage with customers at each stage of the customer journey. We’re looking for brilliant communicators, builders and straight-up hustlers to give our customers the world-class support they deserve - building strong and meaningful partnerships at all levels.
Serve as the trusted advisor to our strategic customers and executive sponsors post initial sale. This is a key role as Tessian’s customer base expands globally
Own the customer renewal and spot opportunities for multi-year conversions. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
Identify and close expansion opportunities to drive Tessian’s land & expand customer journey
Identify advocates and expand our customer community to accelerate our go-to-market motion
Recognize where automation can save you time and build processes around key customer touch points.
Create innovative ways to achieve customer outcomes at scale during the customer journey (videos, online communities, events, etc.)
Advise our key clients, with hands-on platform guidance, on how to manage Tessian's solution to achieve full business value
Conduct periodic executive reviews and health checks - accurately assessing customer health, helping define adoption strategies and ensure value realization (using key metrics from the platform)
Act as the voice of the customer cross-functionally and collect feedback to influence continuous improvement in the product and our processes
Driven/highly ambitious.
Best-in-class communicator, both verbally and in writing.
Experience working in a fast paced, high-growth B2B SaaS technology environment, selling enterprise software.
1-3 years of quota carrying account or customer success management experience, with responsibilities over retention as well as expansion.
Understands the Legal, Financial and Professional Services sectors.
Is a self-starter, full of new ideas and ready to get stuck in.
Unique experience that you believe is relevant and an advantage. Every CSM is different and we embrace that.
If you're not sure that you exactly fit all of the above criteria, please do get in touch anyway. We're always willing to speak to great candidates even if you don't feel you meet every criteria listed!
Tessian is an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. The Human Layer we're securing is diverse, and we know we need to be diverse and inclusive to successfully create HLS that reflects this. You can read our equality and diversity statement here.
As part of our commitment to equality and diversity, we're also a corporate member of the WISE Campaign for gender equality in STEM & we're a founding member of the WEDS network driving diversity & inclusion in startups.
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