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Senior Customer Success Manager

Customer Success | Washington, DC | Full Time

Job Description

About Us:

We believe that privacy is a fundamental human right, and that businesses, governments, and other institutions have a responsibility to protect sensitive content. Our award-winning privacy products make it easy for organizations to fulfill this obligation and share their data with confidence.

Today, millions of individuals and more than 7,000 organizations trust Virtru to secure the information that they create, share, and store. From hospitals to media giants to government organizations, Virtru makes personal and business privacy a reality. Read the full Virtru story featured in Fortune.


About the Role:

Virtru is looking for an experienced Account Manager to join our growing Customer Success team in Washington, D.C. You will be responsible for managing a portfolio of Virtru’s largest and most strategic customers, including Fortune 500 companies and well-known brands. You will partner with these customers to build strong relationships and to make sure they’re getting the most value out of Virtru’s products. Your primary goals will be to renew existing contracts and to enable expansion and upsell, while providing mentoring and leadership to junior and mid-level account managers.

This is a strategic and highly visible role that will interface with all functions at Virtru, especially Sales, Product, and Engineering. The ideal candidate will be able to take on team leadership responsibilities as our team grows. Responsibilities include:

  • Renewing existing contracts and preventing account/revenue churn

  • Building strong relationships with Virtru’s largest and most strategic customers and serving as their primary point of contact

  • Proactively monitoring customer and end user engagement to identify potential risks and prevent customer churn

  • Identifying potential account expansion and upsell opportunities and setting up meetings with key decision makers

  • Managing customer issue escalations

  • Influencing the prioritization of Engineering hotfixes and features on Product roadmap based on customer impact and feedback

  • Mentoring less-experienced team members and assist them with customer challenges

  • Assisting Customer Success leadership with strategic initiatives and analysis

  • Driving internal improvement initiatives to increase efficiency and enable scale

  • Travel up to 15% of the time to domestic and international destinations for customer visits


About You:

  • Bachelor’s degree from a 4-year college or university (required)

  • 8 years' of proven success in client management

  • Experience managing large enterprise-level accounts at a B2B technology, software, or SaaS company

  • Proven ability to renew and expand large customer contracts

  • Strong technical aptitude - ability to understand and explain complex technical products or issues

  • Capable of building strong relationships with technical stakeholders, IT decision-makers, security software experts, and C-level execs (CIO, CISO, CTO)

  • Exceptional written and verbal communication skills

  • Poise and presence under pressure

  • Strong organizational and prioritization skills

  • Extra credit: Experience working in a fast-paced high-growth (startup) environment