Careers

Location

Clearwater, FL, US

Job Term

Full-Time

Company Website

Malwarebytes believes that when people and organizations are free from threats, they are free to thrive. Founded in 2008, CEO Marcin Kleczynski had one mission: to rid the world of malware. Today, Malwarebytes has grown beyond malware remediation to ensuring cyberprotection for every one, providing device protection, privacy, and prevention solutions in the home, on-the-go, at work, or on campus. With threat hunters and innovators across the world, we want great people, like YOU, to join our team!

 

Malwarebytes is looking for..

As Malwarebytes continues to expand our product and client base, Customer Success is critical to the long-term success and growth of the business.

Associate Customer Success Managers are responsible for managing a high volume of SMB customers with a focus on providing high quality service at scale. Using emails and automated communications to cultivate a genuine appreciation and deep-seated satisfaction in the value that our solutions and services deliver. Monitoring customer usage through reporting and analytics and taking action appropriately.

Ultimately, our Customer Success Malwarenaut mission is centered on retention, growth, loyalty and advocacy.

 

What You’ll Do:

Customer Success Managers at Malwarebytes ensure maximum value is delivered to their client portfolio by:

  • Utilizing technology to proactively communicate with our customers, focused on our SMB Segment
  • Driving scaled product adoption and sharing best practices through automation and email
  • Build and maintain templates and cadences aligned to the customer journey
  • Track email cadence performance metrics
  • Monitor customer usage through reporting and analytics. Taking appropriate actions to manage or escalate
  • Work cross- functionally to advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with Sales, Support, Product Management, and Engineering
  • Act as point of customer contact, driving day-to-day customer engagement, adoption and fielding customer escalations
  • Build a strong working knowledge of Malwarebytes solutions and deep familiarity with client’s ecosystems, business challenges, and key performance indicators

 

Skills You’ll Need to Have:

Associate Customer Success Managers should be:

  • Great Listeners & Communicators - actively listening to customers to collect feedback about their experience, usage, and solution ideas
  • Team Players - developing excellent working relationships across internal stakeholders/partners
  • Problem Solvers - quickly and clearly identify issues and proactively determine the next steps for resolution
  • Customer-Centric - without fail, put customers’ needs first

Your Experience Should Include:

  • 1+ year(s) of previous experience as a Customer Success Manager or similar role for a technical SaaS company
  • Experience with IT Networking or Cyber Security SaaS solutions is highly desired
  • Proven experience as an overachiever with a complex and mature client portfolio
  • Ability to work in a fast-paced environment  
  • Proficient in Salesforce and Gainsight (preferred)

 

Benefits and Perks:

  • An opportunity to do something great for yourself and the world
  • A great work environment that supports growth, development, and most importantly having fun!
  • Comprehensive medical, dental, vision, and life insurance coverage
  • Competitive salary and equity stock incentives
  • 401k + company match
  • Open Time Off Policy
  • Employee Referral Bonus Program
  • Wellness programs
  • Stocked kitchens with drinks, snacks, fruit, and lunch options (when it’s safe again!)

 

Apply now