[Hiring] Customer Success Manager @Remedio

Role Description

Remedio is growing fast, and we're adding a Customer Success Manager to own a portfolio of commercial and small enterprise customers across the US. Our customers bought Remedio to fix risk, not just report on it. Your job is to make sure they do: get them deployed, get the right capabilities running, show them the exposure they've eliminated, and turn that value into renewals and growth. Finding problems is easy. Proving they got fixed is what keeps a customer.

You'll own the full post-sale relationship for your book, from onboarding through adoption, renewal, and expansion. You'll work alongside Technical Account Managers, Sales, and Solutions Engineering, with a CS leadership team building the playbooks, signals, and tooling that help you run a high-velocity book well.

If you want real ownership, a clear number, and a hand in shaping how a growing CS team operates, come join us.

Responsibilities

• Own your book.
• Be the primary point of contact for your customers, with a clear view of each account's stakeholders, what they bought, and what success looks like for them.
• Get customers to value fast.
• Drive onboarding and deployment, get purchased capabilities live, and remove the blockers between signature and measurable risk reduction.
• Renew early and on time.
• Start renewal conversations 180 days out so there's time to understand what's changed for the customer and work through concerns before you're up against a deadline.
• Grow your accounts.
• Find and qualify expansion across devices and the wider platform, including patching, vulnerability remediation, hardening, compliance, application governance, and AI risk. Partner with Sales to close it.
• Act on signals, not guesses.
• Use license, product usage, and customer sentiment signals to spot risk and opportunity early, then act on them with a clear plan.
• Run business reviews that prove value.
• Show customers, in their own numbers, the exposure Remedio has eliminated and the time their teams got back.
• Forecast with confidence.
• Keep the CRM current, stage and tag your renewals and expansion accurately, call your number, and flag risk early.
• Be the voice of the customer.
• Capture feature requests and bugs tied to the business outcome behind them, route them through our product process, and turn happy customers into references, reviews, and advocates.

How we measure success

We measure Customer Success on outcomes. You'll be accountable for gross revenue retention (GRR), net revenue retention (NRR), and the share of your renewals closed early. Together they show whether customers got value, stayed, and grew.

What your first 90 days looks like

• First 30 days: get up to speed on the platform, our buyers, and our renewal playbook. Meet every customer in your book and build an account plan for each renewal in the next two quarters.
• First 90 days: own your forecast, with renewals staged and on track, adoption plans running for your lowest-adopting accounts, your first business reviews delivered, and your first expansion opportunity qualified.

Travel

Travel is up to 10%, roughly 5 to 6 trips a year, and centers on the events where your customers are. When customers in your book and their leadership attend a major industry event, you'll be there to set up and join their meetings with Remedio executives. That typically means RSAC, Fal.Con, Black Hat when Remedio attends, and occasional regional events. You'll also join us at our annual Sales Kickoff.

Requirements

• 4+ years in Customer Success, Account Management, or Renewals at a B2B SaaS company, with a book you owned and a retention or expansion number you hit.
• Experience with cybersecurity or IT operations software, ideally vulnerability management, patching, endpoint management, or configuration hardening.
• The ability to run a high-volume book: you prioritize by risk and opportunity, keep a tight cadence, and keep many renewals moving at once.
• Commercial instincts: you can negotiate a renewal, handle pricing objections, and qualify an expansion.
• Enough technical depth to earn credibility with IT and security practitioners, and the clarity to explain value to their leadership.
• CRM discipline and comfort working from data.
• A startup or high-growth mindset: urgency, self-direction, and energy for building something new.

Nice to have

• You've worked at an endpoint, vulnerability, or exposure management vendor.
• You've used a structured qualification method (we use MEDDPICC).
• You've managed renewals that run through resellers or channel partners.
• You use AI tools to run your book and want to help shape how we use them.
• You hold a security or IT certification.