Senior Customer Success Manager

| New York, NY, USA | Hybrid
Employer Provided Salary: 117,000-137,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
Sorry, this job was removed at 11:29 a.m. (EST) on Wednesday, June 12, 2024
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About Dashlane

Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. Over 17 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

Our global team is united by a strong sense of community and passion for improving the digital experience of our users. Learn more about how we work, how we hire, and the benefits of being a Dashlaner in our Life at Dashlane page.

About the role:

Our Customer Experience team is looking for a Sr. Customer Success Manager to help us achieve ambitious growth goals and ensure customers have an excellent experience. As a Customer Success Manager, you will be responsible for working with our customer base by bringing Dashlane’s best practices, innovations and capabilities directly to the admins and users of our product. You will foster relationships with key customer stakeholders, assist them with ongoing projects and strategize operational improvements to ensure their success with Dashlane. With significant company focus on Dashlane’s B2B products, you'll be at the heart of Dashlane's mission and a critical member of a growing, International team.

We’re looking for self-motivated, curious, resilient professionals with strong organizational and follow up skills, who thrive in a fast-paced environment. Your success in this position depends on excellent customer communication and strategy via email, Zoom, phone, etc. and the ability to quickly assess prospective opportunities for improvement through discovery and qualification while uncovering business needs through active listening and thoughtful questioning. You’ll be working with a variety of people including IT admins all they way up to Executive/C-Suite contacts in IT and Security. You'll develop strategies and tactics to maximize success and will collaborate with cross-functional peers in Customer Success, Sales, Support, Product and Engineering. If this sounds like the type of role and environment you'll thrive in, then we want to talk to you. 

Location:

This role will be located in our NYC office in a hybrid capacity for 3 days a week.

At Dashlane you will: 

  • Create an exceptional experience for Dashlane's top/enterprise  customers, ensuring a positive journey after the initial sale is closed through their annual renewal. 
  • Become an expert on Dashlane’s offerings and help develop rollout and deployment strategies to best match new customer needs based on their specific circumstances to help improve password habits company wide. 
  • Fully own a diverse customer list and work independently to ensure needs are met and/or surfaced for internal development teams to consider. 
  • Consult with customers to define collaboration goals, success criteria and program strategy to ensure a customer perception of value that leads to renewal and expansion. 
  • Act as the subject matter expert on the features, benefits and application of Dashlane’s products and services. 
  • Proactively develop a trusted advisor relationship with customer stakeholders to drive product adoption, educating customers on the Dashlane value proposition and product features over the phone, via email, and via product demonstrations (and, of course, Zoom). 
  • Conduct periodic customer health-checks to understand behavior, identify renewal risk, and proactively address inactivity and/or missed opportunities to ensure success. 
  • Manage and resolve customer requests, collect product feedback, feature requests, and foster product testimonials from the existing customer base. 
  • Meet and exceed quarterly quotas to ensure Dashlane successfully retains and grows account revenue. 
  • Build long-term customer relationships with a focus on ensuring they know the customer success team can help them navigate uncharted territory within their organization. 
  • Work in tandem with Dashlane’s customer service and support team to ensure technical product related problems and/or questions are resolved at the right level. 
  • Learn side by side with peers about the changing landscape of digital security with a team who understands most incoming employees will need some level of basic training on Dashlane and general password management topics. 
  • Work on a diverse, global team with a positive outlook and desire to help others. Flexibility, drive and passion are key to the team’s working style. 

Requirements: 

  • 5+ years of customer success/sales/account management
  • 3+ years in a B2B SaaS/ Tech environment 

Nice-to-haves: 

  • A proven track record of consistently meeting or exceeding expectations such as assigned activity/sales quotas 
  • Exceptional verbal and written communication skills and an ability to effectively communicate and influence others 
  • Exceptional organizational, time-management, and prioritization skills 
  • Creative and entrepreneurial mindset - interested in helping to build a business with the ability to change direction and operate in a fast-paced, high growth environment. 
  • Strong sense of accountability and responsibility- you’re willing to go the extra mile with a strong work ethic. 
  • Can perform day-to-day work with minimal supervision, and new and/or complex assignments with minimal direction; self-directed and resourceful. 
  • High degree of perseverance and passion for our product and mission. 
  • Tech-savvy, personable with natural problem-solving abilities and demonstrated discretion and ability to work with confidential information. 
  • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, data-driven, metrics-oriented environment. 
  • Domain knowledge and experience with Identity and Access Management (IAM), Enterprise Password Management, or similar Information Technology/Security verticals. 
  • Domain knowledge and experience with cloud and on-premise IT environments, enterprise web technologies, directory services (MS Active Directory, etc.), endpoint and network management.

Salary Range: $117,000 - $137,000  in base + variable pay

Our salary ranges are based on paying competitively for our size and industry, and are one part of total compensation package that also includes benefits, and other opportunities at Dashlane. 

Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other Dashlaners.  We expect the majority of the candidates who are offered roles at Dashlane to fall healthily throughout the range based on these factors.  

What Dashlane offers you: 

  • Mental health services through Spring Health and well-being days
  • Mentorship program - select your mentor from our internal pool and continue your learning path!
  • Comprehensive health coverage, including dependents
  • Unlimited PTO
  • Betterment 401(k) retirement plan
  • Paid holidays and sick leave
  • Donation matching program -  give back to the community and support actions that lead to positive social impact under the historically marginalized communities.
  • Every donation will be matched by Dashlane, up to $500 per year
  • Weekly lunch in the office and monthly happy hour  
  • Team buildings & seasonal social events and many more




Diversity, Equity, Inclusion and Belonging at Dashlane:

As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here. 

Your interview experience: 

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.

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Location

Our New York office is located in the Flatiron neighborhood, full of restaurants, bars, and shops. It's never hard for us to find a good lunch.

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