Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
The Customer Success Manager is a trusted resource to the Customer Success & Global Renewals teams, helping support customer journeys and adoption efforts leveraging a digital-first engagement strategy. You will leverage your strong customer management, technical and business acumen to ensure you achieve the required customer renewal targets for your book of business. The ideal candidate will have experience in supporting enterprise software deployments, taking a consultative approach to working with customers and partners and a passion for customer advocacy.
General Responsibilities
- Support the adoption efforts of small and medium sized customers
- Respond to inbound requests for enablement, customer management and support case review.
- Interface with Customer Success teams supporting their transactional overhead
- Develop basic proficiency with all Black Duck solutions
- Proactively share feedback from the customer with professional services, product management, technical support, and sales teams
- Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives
- Maintain and manage customer databases
- Maintain strong customer retention rates aligned with corporate goals
- Partner with Sales by identifying new business opportunities for expanding the footprint
- Orchestrate and schedule digital adoption campaigns to customer contacts at the appropriate stage of the customer journey.
Qualifications and Experience
Education and Certifications
- Bachelors' degree in a related field
Black Duck is an equal opportunity employer. We consider all applicants for employment without regard to race, color, national origin, religion, sex, gender identity or expression, age, disability, sexual orientation, veteran or military service status, or any other characteristic protected by applicable law. Black Duck complies with all applicable laws prohibiting employment discrimination in every jurisdiction where it operates and provides reasonable accommodations to individuals with disabilities in accordance with applicable law.