As a CSM, you will play a crucial role in supporting and maintaining strong relationships between LifeRaft and our clients. This role involves understanding the client's business needs and objectives and supporting the successful implementation and ongoing usage of LifeRaft's products and services. The CSM will work with clients to achieve their desired outcomes, support Senior CSMs in upselling and cross-selling, collaborate with internal teams to address client needs, and proactively address any barriers to success.

Why LifeRaft?

We pride ourselves on our innovative spirit and determination to help solve new challenges developed by the complexities of open-source data. LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you've probably referenced today! Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe – making a real impact in the world we all live in.

The diversity of our team is integral to our success. We are a team of passionate and supportive individuals and pride ourselves in fostering a collaborative, innovative, and fun culture. We offer our team:

• Attractive & competitive compensation plan & benefits
• Investment in personal and professional growth
• Remote work/office space (with dogs!) with flexible hours
• Flexible time off – Take a minimum of 15 days/year with no cap beyond!
• Health Benefits & $750 Yearly Lifestyle Subsidy
• Diversity & Inclusion Committee
• Hilarious authentic co-workers & fun social activities
  
  

What You do as a CSM

• Drive high usage of our Navigator platform by creating and executing action-oriented customer introduction, training, and adoption plans.
• Help customers define clear business outcomes and then build a "success plan" with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
• Build, maintain, and leverage strong relationships and regular communication with account stakeholders to create strong support for new opportunities and to secure their willingness to advocate on behalf of LifeRaft
• Work with customers and the Account Management team throughout the customer life cycle to encourage growth and minimize churn.
• Work closely with marketing and product teams to advocate for customer needs and to support the evolution of LifeRaft's product and offerings
• Liaise with management and ticketing coordinator on open client issues and escalations to ensure proper priorities and action
• Lead product trials from the sales team as set by the CSM manager
• Work collaboratively with the Product Specialist team on complex use cases or particular client needs
• Partner with Sales and Product teams to align and execute account strategy and ensure the Navigator platform aligns with the needs of the sophisticated OSINT and physical Threat industry
• Monitor and analyze usage trends and health scores to uncover renewal risks, identify opportunities for contract growth/optimization, and drive end-user engagement
• Collaborate with Marketing to drive case studies, blog posts, customer testimonials, and customer advocacy
• Identify new business opportunities and develop strategic plans for ensuring customer retention and expansion with Account Managers
• Build long-standing relationships with daily users and executive stakeholders to understand how customers use the product, increase their return on investment, and achieve customer business outcomes
• Gain deep knowledge of the Navigator product and assist clients with executing their use cases
  
  

Requirements

What You Need to Get the Job Done

• Experience in a Customer Success role
• Experience in, and love for, customer relationship management
• Proactive Problem-Solving skills
• Ability to nurture caring and empathetic relationships with peers and clients
• Exposure to relevant technical acumen
• Ability and desire to be collaborative, and think critically
• Strong communication and time management skills
• Experience working with a consultative approach
• Ability to be curious, tenacious, persuasive, and results-driven