About the Position

Hudson Rock is a category-leading cybercrime intelligence company that specializes in providing brand protection and data enrichment to 80+ customers including: Rapid7, At-Bay, Panorays, MalwareBytes, Bridewell, Five9, eToro, Bluevine, and others. 

This is a remote position — We are a remote-first company.

We are looking for an experienced individual to join as Customer Success Manager, to act as the main point of contact for our clients. You will be responsible for building and maintaining strong relationships to ensure their satisfaction and success with our product offering. You’ll work cross-functionally with our sales, R&D and product teams to provide clients with a seamless experience, supporting them with insights, training, and guidance tailored to their needs.

This role is ideal for a customer-oriented professional with a strong background in SaaS or cybersecurity customer success.

Responsibilities:

• Client Relationship Management: Develop and maintain strong, trusted relationships with key clients, ensuring they understand and gain maximum value from Hudson Rock’s solutions.
• Onboarding & Training: Guide clients through onboarding, providing comprehensive training and ongoing support to enhance their understanding and use of our products.
• Customer Advocacy: Act as a client advocate within Hudson Rock, gathering and relaying customer feedback to inform product improvements and business strategies.
• Proactive Engagement: Regularly engage with clients to anticipate their needs, offer insights, and identify potential issues early on to prevent churn.
• Performance Tracking: Monitor client usage and satisfaction metrics, utilizing data to drive initiatives that enhance product adoption and engagement.
• Renewals & Upselling: Work with clients to ensure contract renewals, identifying opportunities for upselling and cross-selling additional solutions that meet their evolving needs.
• Collaboration: Partner with Hudson Rock’s sales, R&D and product teams to deliver a seamless experience for clients, facilitating smooth communication and swift resolution of issues.

Requirements:

• Minimum 5 years experience in Customer Success within the cybersecurity or similar technology sector (SaaS, Data, etc.).
• Demonstrated success in managing customer relationships, with a proven track record in achieving high customer satisfaction and retention rates.
• Technical cybersecurity knowledge and experience is a plus.
• Fluent English. A second language is an advantage.

Email your CV to: careers@hudsonrock.com with “Customer Success Manager” in the subject line.

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