At Cerby we believe security is everyone’s business. Collaborating across your apps doesn’t need to be chaos. We are a mission-critical cybersecurity company that empowers your teams to operate securely and control their apps completely. We’ve built our product on the idea that teams deserve autonomy over their work apps. It turns out that why they are guaranteed a choice, security comes naturally.
More than 50% of all technology is spent outside of centralized IT organizations. Individual business units are taking their technology destiny into their own hands, and we enable that. End user onboarded applications are behind more than one third of all cybersecurity hacks. We provide the solution to manage that through enabling users to select their own technology and we automatically protect those applications.
At Cerby, we believe there is a better way for people to use cloud applications and securely share access with others. Our Customer Success team ensures our customers fully utilize our solution to build a secure environment while enabling company users to manage their applications.
We are looking for a Customer Success Manager to delight our customers in China. This person will drive the implementation's success, partner with and advocate for our customers, and increase our product's proven value to their businesses.
Learn more about Cerby here.
What you will do:
- Client Onboarding and Implementation:
- Serve as the primary technical resource for clients during onboarding.
- Lead discovery sessions to understand client needs, system architecture, and business goals.
- Configure and integrate the platform according to client specifications.
- Guide clients through migration, system setup, and initial product training.
- Project Management:
- Create and manage onboarding project plans, timelines, and deliverables.
- Coordinate with cross-functional teams (e.g., product, engineering, sales) to ensure successful onboarding.
- Monitor onboarding progress and proactively address potential issues or delays.
- Technical Expertise:
- Troubleshoot and resolve technical issues related to app integration, APIs, and configuration.
- Act as a technical advisor, translating complex technical concepts into actionable insights for non-technical stakeholders.
- Provide feedback to the product and engineering teams on potential product improvements based on customer onboarding experiences.
- Customer Success Focus:
- Ensure customers are equipped to adopt and leverage the platform effectively.
- Foster strong client relationships by providing exceptional support and communication throughout onboarding.
- Identify opportunities for upselling or additional value delivery based on client needs.
- Standardization and scalability:
- Develop and maintain comprehensive onboarding resources, including user guides, FAQs, and training materials.
- Conduct training sessions (virtual or in-person) tailored to client teams' needs.
- Contribute to the continuous improvement of onboarding processes and methodologies.
Experience & Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
- 5+ years of experience in technical onboarding, implementation, or customer success roles, preferably in a SaaS or B2B environment.
- Exposure to the Chinese digital ecosystems
- Proficiency in APIs, system integrations, and troubleshooting.
- Familiarity with migration, SSO configurations, and security protocols.
- Exceptional communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proven ability to manage multiple projects and prioritize effectively.