Customer Success Manager

Santa Clara, CA, United States

About Bolster

Bolster turns the security paradigm upside down and removes threats and digital risks before an attack occurs. Our protection extends beyond the enterprise to customers and partners. Our approach is the antithesis of today’s cyber defense strategy, which is to wait for an attack than try and prevent it. Or worse, assume you have been breached and hope you can detect it. We leverage the power of AI to apply deep learning, computer vision, and natural language processing to identify criminal intent on millions of web pages daily. We tirelessly monitor the Internet to find malicious web pages that could cause harm and remove them. We empower companies to take back control of the Internet by continuously eliminating the threats that threaten their business, customers, and brand.

We are just getting started, and the future could not be more exciting. We’re growing the team in all functions as we transition from a small start-up into the next phase of our journey. We are looking for A-list talent who will have a meaningful impact, solve new challenges, and take ownership of the future of Bolster. If this is you, apply and join our team!

We’re growing the teams in all functions as we transition from a small start-up into the next phase of our journey. We are looking for A-list talent who will have meaningful impact, solve new challenges, and take ownership of the future of Bolster.

The Customer Success Manager (CSM) will contribute strategic guidance and advice to customers of various sizes along various points of their customer journey. You’ll work in tandem with multiple internal stakeholders to renew and grow business in our existing client base. You will work with a collaborative team where your experiences, effort, and ideas will matter. You’re relaxed yet professional, eloquent yet casual, and pleasant yet persuasive. Most importantly, you want to believe in the product you’re selling and take a personal interest in the growth of the organization. Our buyers are our usually Security Operations team, Fraud teams and are fairly technical.

*** Please note, this role requires in office work/collaboration 3 times a week ***

If this is you, apply and join our team!

What You’ll Do

Develop strong awareness of the customer journey and how a Customer Success Manager serves to strategically advise customers toward agreed upon goals

Be responsible for validating and championing the expansion and adoption growth within a book of business across customer profiles with various business needs

Engage and meet with customers for Executive Reviews in order to develop a clear understanding of their needs, opportunities and possible solutions

Coach and drive customers toward the maximum value application of Bolster alongside their business needs on a defined timeline, promoting methodologies and business practices that create customer experts

Maintain high levels of customer engagement and satisfaction with a focus on customer value & loyalty

Identify common customer challenges amongst your CSM cohort and their books of business to help identify opportunities for enhanced product solutions

Partner cross-functionally with Bolster Account Executive, Product, Engineering and Marketing teams to continuously improve the customer experience

Ability to craft internal and customer-facing assets

Help drive customer references and case studies

Requirements

4+ years of experience in a customer-facing customer success, account management, or strategic consulting role; enterprise software or SaaS experience is a preferred

College degree (BA/BS)

Passion for building trust and communicating effectively with customers

Experience working with Security operations teams and Fraud teams (SecOps) is a must

Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption

Strong interpersonal skills and experience building strong internal and external relationships

Consistent track record of highly-professional customer service in a fast-paced, dynamic environment

Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues

Nice to Have

Experience with tools such as Salesforce and CS-centric tools is a plus

Experience with a professional community management platform for a large technologically-focused user base

Experience in Phishing & Fraud space

*** Please note, this role requires in office work/collaboration 3 times a week ***

Why Bolster

Bolster creates a Next-Generation Fraud Prevention SaaS platform & CheckPhish community platform based on pioneering work in Artificial Intelligence-based phishing and scam detection systems.

Bolster protects the world’s top brands like Zoom, Dropbox, Uber, LinkedIn, Roblox, and other Fortune 500 customers. We are funded by top-tier investors led by Thomvest Ventures and Crosslink Capital. Our team has over 100 years of combined cybersecurity experience at Cisco, Symantec, McAfee, Bell Labs, Open DNS, and Lacework.

Our AI/ML technology protects regular citizens from bad actors on the internet, using industry-leading deep learning, computer vision, natural language processing, and machine learning models for highly accurate real-time detection & automated takedown of fraudulent sites at the internet scale.

We also brought our technology to the community with CheckPhish, https://checkphish.ai. It is a free tool that protects millions of consumers from daily phishing, fraud, and fake sites. Charities, non-profits, social benefit corps, and schools are targets too. To aid the world, we will give our technology & services for free or at cost to any approved charity, non-profit, or social benefit corporation.

Our work is challenging but fun. We're all about shipping elegant, high-leverage products. Bolster cares deeply about collaboration, feedback, and iteration. Trust and respect are deeply rooted in our unique culture. Our inspiring proven leaders are hiring great people, providing super benefits, and impacting the world!

PLEASE NOTE THAT THIS ROLE REQUIRES IN OFFICE COLLABORATION/ATTENDANCE 3X A WEEK ****

Learn about our cultural values: https://bolster.ai/about-us

What we offer:

Competitive Salary

Comprehensive medical, dental, and vision insurance

Catered Lunch through Forkable

Monthly "coffee break" stipend for our remote team members

EAP (Employee Assistance Program)

Flexible time off

10 Paid Holidays

Sabbatical Leave

Equity

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