About Base Operations
At Base Operations, we create resilient organizations by increasing knowledge of every corner of the world.
Crime, violence, protests, and political instability all pose a challenge to the smooth operations of businesses. Base Operations aggregates, visualizes, and interprets threat data to help companies anticipate those disruptions around the world to keep their people, assets, and operations safe.
As a disruptor in a growing market, we are looking for impact-driven individuals who are passionate about technology and are committed to helping our customers operate with efficiency and greater accuracy. We developed our technology at Harvard and MIT and use cutting-edge AI. The company is award-winning and backed by top-tier VCs. Our customers include some of the most sophisticated and relevant companies in the Fortune 500. Our team cares about solving hard problems, promoting transparency, encouraging growth in emerging markets, and empowering people to safely explore the world. We are a thoughtful, dedicated, and fun-loving group obsessed with disrupting the security intelligence industry and winning the loyalty of our customers.
About the role
We are seeking a highly motivated and passionate Senior Customer Success Manager who can lead our enterprise customer relationships, while bridging Sales Enablement, Solutions Architecture and Customer Success initiatives. The ideal candidate will have a strong understanding of strategic account management requiring a combination of consultative and technical selling. The role will include additional duties tangential to Customer Success, such as pre-sales operational support with Vendor Onboarding as well as Solutions Architecture to facilitate Sales Enablement in support of accelerating our sales process. This individual should also possess a deep understanding of how to measure success criteria for our existing customers using internal usage analytics and business alignment goals specific to corporate security team use cases. This role will report into our Chief Operating Office.
Responsibilities
- Drive customer adoption, retention, and expansion through strategic account management and traditional Enterprise SaaS based customer success tactics
- Enable sales team with product and operational expertise using sales strategy and industry knowledge for pre-sales motions
- Evolve our customer success frameworks to plan and mobilize account strategies resulting in net revenue retention and reduced churn
- In partnership with our Product team, become a core stakeholder of our customer success health scores and value metrics leveraging our internal usage analytics tools
- Lead Monthly Customer Success calls focused on New Feature Introduction, Best Practices, Trouble Shooting and Product Feedback.
- Develop a deep understanding of the market and customer that brings critical insight into our product strategy through a defined customer feedback loop
- Be an advocate for the product internally and externally; advocating for impactful improvements and collaborating with stakeholders to ensure successful product adoption and customer satisfaction
- Lead our pre-sales Information Security reviews to approve vendor onboarding for our enterprise customers in partnership with our DevOps team
- Lead our post-sales Customer Enablement & Onboarding program
- Support our Finance team on post-sales Procurement processes to ensure proper billing
- Lead Case Study writing with the support from marketing and sales to translate our customer value metrics and wins back into market
Qualifications
- 5-7 years experience in account management, customer success or technical customer facing roles
- Strong analytical background with data-driven decision making skills
- Previous experience in SaaS startup environment
- Domain expertise in Cyber or Physical Threat Intelligence
- Experience working with Fortune 500 customers
- Demonstrable bias for action and a hands-on, fast-paced approach to operating
- Ability to function independently while also executing toward the strategic vision for Customer Success and the company as a whole
- Exceptional analytical skills and experience with quantitative and qualitative data analysis
- Excellent communication and interpersonal skills, with the ability to translate strategy and customer insights into clear, impactful, and executable case studies
- Sales Engineering or Solutions Architecture experience is a plus
- SQL and/or Business Intelligence experience is a plus
- Domain expertise in Physical Risk Intelligence, Corporate Security or DoD/DHS is a plus
