Hybrid Customer Success Manager | DNSFilter | Remote (Canada, United States)

Hybrid Customer Success Manager | DNSFilter | Remote (Canada, United States)

Remote Canada, US
Application ends: August 8, 2024
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Job Description

We are looking for a Hybrid Customer Success Manager to join our growing Customer Success Team! This person will be responsible for building relationships with both Enterprise and MSP customers to ensure they are satisfied with DNS products and services. Working with a large number of accounts this position is responsible for responding quickly to customer questions and concerns, driving user adoption, retention, expansion, advocacy, and providing subject matter expertise. 

Someone who excels at this role is proactive, organized, creative, excellent at documentation, and can effectively work remotely both individually and on a team.

This is a full-time fully remote role and is open to candidates anywhere in the United States and Canada.


We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

Requirements: 

  • 3+ years experience working in a customer-facing role in sales enablement, customer success, or account management 
  • Experience successfully managing a large book of business 
  • Experience supporting both MSP Partners and Enterprise Direct customers
  • Customer Success Platform (CSP) experience as well Cybersecurity experience preferred but not required
  • Outstanding task management skills in a fast-paced environment
  • Passionate about providing a great customer experience by taking initiative, seeing the big picture, and executing the steps needed to achieve key objectives and results
  • Invite and crave accountability. You recognize the important ways in which your work is connected to cross-functional outcomes
  • Having a “We” not “Me” mentality by working cooperatively with others to achieve the ultimate goal-Great Customer Experiences!
  • Strong documentation and communication skills; ability to maintain frequent and clear written communication to customers and internal partners
  • You love to build relationships with customers and your internal partners
  • A natural curiosity about highly technical products and are a continuous learner
  • Experience working well with cross-functional teams/departments to collaborate with product roadmaps, product related materials, etc
  • Experience effectively working remotely
  • Strong organization and account management skills

At DNSFilter You Will: 

  • Develop and utilize tools, processes, and best practices to ensure both Partners and Direct customers are getting the most ROI from DNSFilter products 
  • Serve as the primary interface with Partners and Direct customers to manage and resolve requests and complaints that may arise within hybrid/pooled accounts 
  • Manage client portfolios by engaging with Partners and Direct customers through their customer journey from onboarding to advocacy through strategic CS engagement and best practices 
  • Collaborate with Partners and Direct customers to help them establish clear goals/objectives through the use of DNSFilter products and services 
  • Proactively monitor Partners and Direct customer product usage and engagement to intervene at the first sign of risk 
  • Collaborate with internal teams that include, other CSMs, Product, Support, and Marketing to share customer feedback and drive cross-functional initiatives to provide the best customer experience possible 
  • Analyze Partner and Direct customer data to improve customer experience and to sustain business growth and profitability by maximizing product value 
  • Document detailed activity and any updated account information accurately in a timely manner in the Customer Success Platform (CSP) and Customer Relationship Management (CSM) systems
  • Accurately manage and forecast churn, renewals, and upsells for DNSFilter’s hybrid/pooled Partners and Direct customers 
  • Host webinars/product demonstrations for Partners and Direct customers to further drive product value and to increase engagement 
  • Improve onboarding, adoption, and renewal processes by creating resources and documentation to improve internal workflows and processes 
  • Collaborate with Partners and Direct customers to build advocacy for DNSFilter products through customer success stories and best practices