Skopenow | $90,000 - $130,000
Steph's Notes:
By fusing public cameras, crime data, satellite imagery, consumer records, social media, vehicle data, and much more, Skopenow delivers actionable insights and comprehensive intelligence to identify emerging threats.
Coooooooooooool.
Other than the product being a dystopian nightmare and the fact that "View Open Positions" just directs back to LinkedIn, the job itself is okay. There's a misalignment between the duties of the role and the job title, and the salary is oddly wide. I think this goes firmly in Tread Carefully.
Original Job Description: Senior Customer Success Manager
About Skopenow:
Skopenow is a leading provider of comprehensive threat intelligence and OSINT solutions. The company’s investigative products are used by over 1,500 customers, including 20% of the Fortune 500 as well as numerous government and law enforcement agencies. Skopenow empowers organizations to more efficiently and effectively gather and analyze open-source information, identify trends and patterns in the data, and detect emerging threats and fraud. Founded in 2016 and headquartered in New York City, Skopenow is a high-growth, venture-backed technology company.
Job Opportunity: Customer Success Manager
Location: Remote. Anywhere in the United States. Must be able to work EST hours (9am-6pm).
Position Overview:
As a Customer Success Manager at Skopenow, you will play a pivotal role in ensuring our clients maximize the value of our platform. You will be responsible for managing and growing relationships with a portfolio of corporate clients, guiding them through onboarding, training, and ongoing support to drive product adoption and success.
Responsibilities:
1. Client Relationship Management:
- Develop strong relationships with key stakeholders within corporate clients' global security, investigations, and insurance teams.
- Serve as the main point of contact post-sale, managing the customer lifecycle from onboarding to renewal and expansion.
- Act as a trusted advisor and voice of the customer. Provide internal feedback to leadership, to ensure Skopenow continues to exceed customer expectations.
2. Product Adoption and Success:
- Ensure successful adoption of Skopenow's product platform by providing training, coaching, and ongoing support.
- Conduct regularly scheduled business reviews to assess client needs and identify opportunities for expansion.
3. Cross-functional Collaboration:
- Pre-Sales/Sales Collaboration: Work closely with pre-sales and sales teams to facilitate smooth transitions from the sales process to onboarding, ensuring that client expectations align with the platform capabilities.
- Product Development Collaboration: Act as a liaison between clients and the product development team, gathering user feedback to drive continuous improvement and innovation.
- Executive Leadership Collaboration: Collaborate with the executive team to deliver key data points, insights, and success stories, ensuring alignment between client success and company strategy.
- Marketing Collaboration: Partner with the marketing team to share and promote client successes, wins, and case studies to enhance Skopenow's brand and support new client acquisition.
- Support Team Collaboration: Partner with Product Support to stay informed on live customer conversations, inquiries, requests, and product feedback. Two-way communication is key and can serve as a means to interact with busy customers.
4. Book of Business Management:
- Effectively manage a portfolio of 60-80 customers, totaling $1-2 million in annual recurring revenue.
- Own the entire renewal and upsell process, working closely with clients to understand their evolving needs.
Qualifications:
- Minimum of 4 years of post-sales customer success experience at a B2B SaaS company, preferably in the open-source intelligence investigations space.
- Engaging, go-getter personality with strong interpersonal skills to build relationships with users and buyers.
- Exceptional organizational skills with the ability to manage a substantial book of business.
- Proven experience working cross-functionally with internal teams to achieve common goals.
- Track record of successfully owning and managing SaaS product renewals and upsells.
How to stand out:
- Local to NYC with the ability to commute to our HQ office daily.
- Prior hands-on experience within OSINT investigations as an intelligence analyst or investigator.
- User or trainer familiarity with commercial OSINT tools.
Compensation Range: Base Salary $90,000-140,000 dependent on geographical location and experience level. OTE variable depending on book of business and performance.
