Customer Success Account Manager

Are you passionate about technology and enjoy explaining complex solutions in a way that everybody gets excited? If so, read on!
About Picus
Picus Security is a place where exceptional people gather to do their best work. We convert new ideas to exceptional solutions and great customer experiences. Bring passion and dedication to your job and there's no telling what you could accomplish. Join Picus to become part of our talented team!
Picus Security pioneered Breach and Attack Simulation (BAS) technology in 2013. Today Picus is recognized as a Cool Vendor in Security and Risk Management by Gartner in 2019, a leading vendor in BAS Market by Frost & Sullivan in 2022, and most recently a Gartner Peer Insights Customers’ Choice for BAS Tools with a 95% recommendation by customers. Picus is a Series-B startup supported by reputable private equity and venture capital organizations including Mastercard, Turkven, Earlybird Capital, ACT and Endeavor Catalyst.
The Picus Security Validation Platform helps CISOs and security teams gain visibility over their security posture by continuously validating their security controls and their SIEM/SOC tools, and remediating any potential exposure rapidly with our foundational Breach and Attack Simulation technology.
About The Role
The Customer Success Account Manager is a vital role within Picus, tasked with nurturing and expanding our customer relationships across a diverse portfolio that includes accounts in  MENA, CIS, Eastern Europe and TR regions. This role is pivotal in ensuring customer satisfaction and loyalty while also focusing on meeting and exceeding quotas for renewals and upsells.

What You'll Do

• Coordinate with sales, product, and technical teams to ensure a smooth onboarding experience for new clients
• Develop and maintain strong relationships with a designated portfolio of clients across the MENA, CIS, Eastern Europe and Türkiye, ensuring high levels of satisfaction and loyalty
• Conduct regular strategic review meetings to discuss account health, usage trends, and uncover opportunities for product enhancement, renewal, and upsell within these regions
• Understand the unique business challenges and opportunities of clients within these diverse regions and tailor solutions that align with their objectives
• Serve as the main point of contact for your clients, managing any issues or concerns to ensure timely and satisfactory resolution.
• Analyze and leverage data on customer usage, satisfaction, and feedback from these specific regions to drive improvements in the product and overall customer experience
• Report on regional account performance, focusing on renewal rates and upsell success, and provide insights into regional market trends
• Forge powerful alliances with the Product Management and Sales teams to develop and communicate compelling value propositions for the Picus Security platform, ensuring solutions are perfectly aligned with client needs.
• Build actionable growth plans, ensuring customer loyalty and retention, and unlocking opportunities for upsell and cross-sell to achieve zero churn
• Act as the customer's voice within Picus, funneling critical feedback to our product and service teams to shape future development strategies and priorities

What You Have

• Bachelor's degree in Business Administration, Communications, or a related field, with a preference for a technical background
• At least 5+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS provider in the cyber security space
• Proven ability to manage and grow client relationships, with a keen focus on meeting renewal and upsell quotas, especially within the specified regions
• Strong understanding of SaaS business models, technology platforms, and the ability to communicate complex technical concepts effectively
• Excellent communication, negotiation, and interpersonal skills, with the ability to adapt to the diverse cultural and business practices of clients in MENA, CIS, Eastern Europe and Türkiye
• Analytical skills with proficiency in CRM software and customer success tools, and a track record of using these tools to manage and expand client accounts
• Flexible and willing to travel to customer locations as needed to provide exceptional support and build strong partnerships