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Right-Hand is building a next-generation Human Risk Management platform to reduce cyber threats caused by human error. The company's mission is to make humans more defensible against cyber threats by changing employee behaviors and quantifying human risk.
As a Customer Success Manager, you will own the overall strategy and relationship with assigned clients across the full lifecycle: onboarding, adoption, retention, and satisfaction. You will establish trusted advisor relationships with clients, drive continued product value, and work to identify upsell opportunities. Key responsibilities include developing and preparing customers for advocacy, establishing critical goals and KPIs with clients, managing account escalations, developing content for Managed Service offerings (training and phishing simulations), and providing a feedback loop between customers and Right-Hand leadership.
You will work closely with diverse internal and external teams, serving as the face of the company to clients while advocating for customer needs cross-departmentally. Success in this role requires balancing relational skills with technical consultancy—you'll need to address technical questions, understand security systems, and help customers achieve their business outcomes.
Right-Hand values resilience, empathy, passion, accountability, transparency, and authenticity. The company emphasizes taking care of employees so they can take care of customers. The team is multicultural and diverse, with a commitment to inclusion across gender, race, ethnicity, sexual orientation, educational background, religion, ability, socioeconomic background, and immigration status.
REQUIREMENTS:
- 2+ years of relevant experience in Customer Success or related field (increasing customer satisfaction, adoption, retention)
- Impeccable written and verbal communication skills
- Fluent in English
- 1+ years of experience as a QA Engineer or similar (preferred, not mandatory)
- Enthusiastic about and interested in cybersecurity
- Proven work experience as a System Security Engineer or Information Security Engineer
- Hands-on experience with security systems (firewalls, intrusion detection systems, anti-virus software, authentication systems, log management, content filtering)
- Technical acumen to address DevOps-related questions
- Thorough understanding of latest security principles, techniques, and protocols
- Familiarity with web-related technologies (web applications, web services, SOA) and network/web protocols
- Problem-solving skills and ability to work under pressure
- Proven ability to drive continuous product value
- Familiarity working with clients of all sizes
- Detail-oriented and analytical
- Creative problem solver
- Strong team player and self-starter
- Ability to multitask and adjust priorities on-the-fly
- Self-driven; eager to learn, adapt, and seek help
- Prior experience in enterprise account management is a plus
