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Remedio is an autonomous remediation platform that helps enterprises reduce cyber risk by fixing vulnerabilities, misconfigurations, patching gaps, and hardening systems—not just identifying them. Founded in 2019 and backed by a $65M Series A from Bessemer Venture Partners, Remedio protects over 3M devices for 300+ enterprise customers including Amazon, Coca-Cola, and Colgate-Palmolive.
As a Customer Success Manager, you will own a portfolio of commercial and small enterprise customers across the US, reporting to the Director of Customer Success. This is a fully remote role with up to 10% travel (5-6 trips annually) to customer events and company functions.
You will be the primary point of contact for your book of customers, managing the full post-sale lifecycle from onboarding through adoption, renewal, and expansion. Key responsibilities include: driving rapid time-to-value by removing deployment blockers; initiating renewal conversations 180 days in advance to proactively address customer needs; identifying and qualifying expansion opportunities across the platform's capabilities (patching, vulnerability remediation, hardening, compliance, application governance, AI risk); using product usage signals and customer sentiment to spot risk and opportunity; delivering business reviews that quantify the exposure Remedio has eliminated; maintaining CRM discipline and accurate forecasting; and serving as the voice of the customer to the product team.
You will work cross-functionally with Technical Account Managers, Sales, and Solutions Engineering. Success is measured on gross revenue retention (GRR), net revenue retention (NRR), and the percentage of renewals closed early. In your first 90 days, you will complete platform and playbook training, meet every customer in your book, build account plans for near-term renewals, own your forecast, deliver initial business reviews, and qualify your first expansion opportunity.
REQUIREMENTS:
- 4+ years in Customer Success, Account Management, or Renewals at a B2B SaaS company, with a book you owned and a retention or expansion number you hit
- Experience with cybersecurity or IT operations software, ideally vulnerability management, patching, endpoint management, or configuration hardening
- Ability to run a high-volume book: prioritize by risk and opportunity, maintain tight cadence, manage multiple concurrent renewals
- Commercial instincts: ability to negotiate renewals, handle pricing objections, and qualify expansions
- Technical depth sufficient to earn credibility with IT and security practitioners, with clarity to explain value to leadership
- CRM discipline and comfort working from data
- Startup or high-growth mindset: urgency, self-direction, and energy for building something new
NICE TO HAVE:
- Experience at an endpoint, vulnerability, or exposure management vendor
- Familiarity with structured qualification methods (e.g., MEDDPICC)
- Experience managing renewals through resellers or channel partners
- Proficiency with AI tools to run your book
- Security or IT certification
