Location: US
Scope: Full-time
Reports to: Customer Success Manager
About Reco
At Reco, we’re on a mission to make security smarter, simpler, and more collaborative. Our team combines cutting-edge technology with a passion for innovation, making it easier for companies to navigate the complexities of the security landscape. We envision a world where teams can confidently grow their businesses without the constant worry of security threats - and we’re making that vision a reality every day.
Working at Reco means joining a close-knit, diverse, and driven team that’s just as excited about solving big challenges as we are about celebrating wins together. We value creativity, teamwork, and a sense of humor, and we believe that great ideas can come from anywhere. Whether you’re collaborating with some of the brightest minds in tech or contributing your unique perspective, you’ll always find opportunities to make an impact here.
Ready to take security innovation to the next level with us? If you’re passionate about customer success, love tackling new challenges, and are excited to help shape the future of security, we’d love to meet you!
About the Role
As a Customer Success Manager at Reco, you will play a vital role in supporting customers throughout their journey with us, from onboarding to account expansion. You’ll engage with customers at all levels, including executives, to ensure the successful adoption of our security solutions, drive ongoing value, and contribute to product insights that shape Reco’s growth.
Responsibilities
- Guide our customers on their SaaS Security Program journey, ensuring seamless solution adoption and long-term success.
- Deliver technical support and guidance, particularly within the security domain, to address customers’ needs and foster long-term satisfaction.
- Facilitate cross-functional collaboration with Product, Engineering, Marketing, and Partner teams, providing customer insights to enhance and refine our product.
- Lead discussions with customer executives, demonstrating a clear understanding of their business needs and security goals.
- Track and drive customer success metrics such as Customer Satisfaction, Retention, Renewal, Expansion and Net Promoter Scores (NPS).
Requirements
- Customer Success Expertise: Proven experience in customer success management, especially in onboarding, adoption, and account expansion, 3 years minimum in Customer Success. This role is not for someone who wants to move into Customer Success.
- Security Knowledge: Deep understanding of the security domain, with the ability to translate complex security concepts for customer stakeholders.
- Technical Proficiency: Familiarity with API functions to troubleshoot or guide customers on integration needs.
- Communication Skills: Comfort engaging with both technical and executive audiences, adapting your message effectively across roles.
- Cross-Functional Collaboration: Ability to work closely with various internal teams, gathering and sharing customer feedback that aligns with our business goals.
- Passion: A passionate individual who’s customer obsessed and a “can-do” attitude in a fast paced environment that is constantly changing.
Preferred Plus Skills:
- Knowledge of emerging trends within the security technology landscape.
- Experience in supporting customers across various segments and industry types.
- Background in a SaaS environment, especially with security-focused products.
