Senior Customer Success Manager
PreVeil is a high-growth SaaS leader dedicated to securing the nation's defense industrial base. We provide a market-leading cybersecurity solution that empowers organizations to accelerate and maintain compliance with the Department of Defense's CMMC program. At PreVeil , we don't just offer a product; we provide a market-proven path to security and compliance, ensuring our customers can focus on their mission while we protect their most sensitive data. Joining PreVeil means joining a team at the forefront of national security innovation during a period of rapid, exciting growth.
As a Senior Customer Success Manager, you will be the dedicated champion for our Small to Enterprise customer community. You will own a portfolio of 750 accounts, serving as their primary guide and advocate to ensure they successfully adopt and thrive on our platform.
This is a high-impact position for an experienced customer success professional who excels at building deep customer relationships, driving product adoption, and protecting and growing revenue across a complex, high-value book of business.
How You Will Drive Impact
Customer Ownership and Relationship Development
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Own Your Portfolio: Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts, building deep, trusted relationships with key stakeholders and decision-makers.
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Executive Engagement: Develop and maintain relationships at multiple levels within each account, including executive sponsors, to ensure long-term alignment and satisfaction.
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Proactive Success: Leverage engagement data and account intelligence to anticipate customer needs, identify risk early, and deliver proactive outreach before issues escalate.
Retention and Revenue Protection
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Save Motions: Lead structured save efforts for at-risk accounts, diagnosing the root cause of dissatisfaction, mobilizing internal resources, and executing recovery plans to protect gross retention.
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Renewal Ownership: Own the full renewal cycle for your book of business, partnering with the Director of Customer Success to forecast accurately and minimize churn.
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Expansion Identification: Identify, document, and own expansion forecasts within your accounts, partnering with Sales to convert opportunities into revenue.
Product Adoption and Customer Outcomes
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Adoption Strategy: Develop and execute tailored adoption plans that drive meaningful platform usage, ensuring customers realize the full value of PreVeil .
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Outcome Mapping: Align customer goals to PreVeil capabilities, regularly measuring and communicating progress toward their compliance and security objectives.
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Advocacy Development: Cultivate customer advocates and reference accounts that contribute to PreVeil 's growth through referrals, case studies, and community engagement.
Operational Excellence
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AI-Enabled Efficiency: Leverage internal systems and AI tools to manage customer engagement effectively at scale across a large portfolio.
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Salesforce Hygiene: Maintain accurate account data, renewal timelines, health scores, and expansion opportunities within Salesforce.
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Special Projects: Partner with the Director of Customer Success on strategic initiatives that advance the broader CS organization.
Why This Role is a Great Fit
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Strategic Ownership: You will own meaningful relationships with small to enterprise customers, with real accountability for retention and growth outcomes.
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High Visibility: You will work closely with CS leadership and cross-functional partners in Sales, Product, and Support, with direct influence on how the team scales.
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Mission-Driven Work: You'll be helping organizations protect sensitive defense information and achieve CMMC compliance — work that has real national security implications.
What We Are Looking For
- 8+ years of work experience with 4+ years of experience as a Customer Success Manager in a SaaS environment
- SaaS CSM experience