About Agari

Founded by thought leaders of Cisco’s IronPort solutions, we’re on a mission to protect digital communications so humanity prevails over evil.

Agari is transforming the email security landscape with the next-generation Secure Email Cloud™ powered by predictive AI. Leveraging data science and real-time intelligence from trillions of emails, Agari has a suite of products that detect, defend, and deter costly advanced email attacks.

Agari is trusted by leading Fortune 1000 companies, including 6 of the top 10 banks and 5 of the world’s leading social media networks, as well as Government Agencies, to protect their organizations, partners, customers and citizens from advanced email phishing attacks.

Headquartered in Silicon Valley, Agari is backed by Alloy Ventures, Battery Ventures, First Round Capital, Greylock Partners, Norwest Venture Partners, ScaleVP, and now Goldman Sachs.

Your Future Role

As Agari’s future Customer Success Manager (CSM), you will be responsible for driving customer adoption, renewals, growth, and success with Agari. The CSM should be able to articulate the value of Agari to inspire and support customer adoption, renewal and expansion. The CSM works with customer contacts up to the CXO level, as well as, internal department contacts to provide a high-touch experience for strategic customers as well as targeted touch for smaller accounts. 

Your Impact

As Agari's CSM, you are the customer's guide throughout each phase of the customer's journey from on-boarding through renewal. Your role impacts the success of the customer and of the company. Your future role entails the following: 

  • Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Economic Buyer and stakeholders.
  • Coordinate with the Customer Success Engineering team to participate in the initial on-boarding kickoff meeting in order to ensure all customers get off to the right start. This includes setting success metrics, building Success Plans and engaging customer signatories and project managing the implementation of the Agari product/service.
  • Clearly articulate business value to ensure adoption and drive growth; through training, development of best practices, as part of alignment to the Agari Account Team to ensure return on the customer’s investment and build customer advocates and champions.
  • Be the single point of contact and escalation for the customer. Including directing customers quickly and efficiently to additional help resources such as Help & Training within the application, personally helping with questions/issues.
  • Increase customer retention and adoption rates by conducting regular check-in calls, monitoring and completing CTAs, developing success plans and conducting scheduled EBRs with senior executives.
  • Responsible for assigned Book of Business (quota-bearing) and forecasting projected churn based on risk to Annual Revenue Retention.
  • Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
  • Responsible for customer references, case studies and testimonials for the CSM's portfolio of customers.
  • Serve as customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
  • Work closely with internal resources on escalation and resolution processes for critical customer issues.

Your Keys to Success

As an Agari CSM, you are comfortable consulting with a variety of Mid-size and Enterprise customers from a range of industries, across all of our product offerings. In order of you to be successful, you will possess the following:

  • A minimum of 4 years in Customer Success Management with Sales/Renewals experience from a SaaS company, Email Security preferred
  • Experience identifying upsells, cross sells, and handling subscription renewals
  • Experience in managing a Book of Business, carrying, meeting, and exceeding annual quotas
  • Strong interpersonal skills and experience initiating and building positive relationships
  • Excellent individual and group presentation, written, and oral communication skills
  • Strong organizational and time management skills with the ability to manage multiple projects simultaneously
  • Ability to function in a high volume, forever evolving new business environment while always maintaining a smile and positive disposition
  • Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
  • Strong interpersonal skills and experience initiating and building positive relationships
  • Cross functional leadership and team coordination skills
  • Familiarity with data extraction, analysis and strategic plan execution
  • Proficient in Salesforce and Microsoft Office (Outlook, Excel, Word and Power Point)
  • Forecasting experience with Clari a plus
  • Gainsight knowledge a plus
  • Able and willing to travel on-site for customer visits as required by the business (up to 25%)
  • Bachelor’s degree or equivalent
  • Multi-languages are a plus, preferably in Spanish, French, or German 

**This is a remote position, ideally located in the East Coast. 

Why we're a great place to work

  • Won Best Places to Work 2018
  • Fast-growing cyber security start-up –Won the best Email Security Solution 2018 
  • Competitive benefits package -equity included!
  • Hard working people with a lively office environment 
  • Weekly company events – lunches, social happenings, etc (We like to have fun too!)

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