Senior Customer Success Manager

About Prophet Security

At Prophet Security, we are on a mission to automate the heavy lifting of security operations to compliment and expand the impact of Security Operations teams. As the Senior Customer Success Manager, you are the steward of our small and medium enterprise customer relationships. Reporting to the Director of Customer Success, you will bridge the gap between complex cybersecurity strategy and tangible business value.

Your Impact

Your purpose is twofold: ensuring our enterprise customers achieve peak efficiency using our AI SOC analyst, and translating our effectiveness into business value that protects and expands revenue. You will collaborate closely with Product, Engineering, and Sales to translate customer feedback into roadmap priorities, ensuring we prioritize practicality over perfection. Your success is measured by high net-retention rates, your ability to influence the strategic direction of customer security teams, and successfully creating customer evangelists. At Prophet Security, we value transparent communication and unwavering resilience; you will be the face of these values as you navigate the high-stakes environments of our largest stakeholders and the internal processes that drive progress for customers.

Primary Responsibilities

- Drive Value Realization: Define and track "Value Milestones" for enterprise customers, specifically measuring time savings and alert-fatigue reduction generated by the AI SOC analyst.

- Manage Enterprise Account Health: Execute quarterly business reviews (QBRs) and health assessments for key accounts, maintaining a Net Retention Rate (NRR) of 110% or higher.

- Execute Success Infrastructure: Use and improve the team structures, playbooks, and support workflows required to scale the organization as we continue to grow total revenue.

- Optimize User Journeys: Execute and refine the end-to-end customer lifecycle to increase platform adoption and decrease time-to-value for new deployments...