Customer Success Manager

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS.

We’re rapidly growing and looking for another important piece of the puzzle.

Is it you?

As a Customer Success Manager, you will be a trusted advisor of Shield’s customers and help them achieve maximum value from Shield’s platform. You will share new product releases or content relevant to their business and listen to their feedback to help the Product and R&D team innovate new features. Ultimately, you’re there to ensure that our customers are more successful.

This position is located in Singapore and you will report to the Head of Customer Success.

The opportunity

1. Be the ‘voice of the customer’ and provide internal feedback to maximize customer value.
2. Perform in-person and remote customer training workshops.
3. Conduct Quarterly Business Reviews for customers, with the priority of increasing customer adoption and proving value that leads to renewals/expansion.
4. Maintain an understanding of our product and roadmap, so you can guide customers to success.
5. Educate customers on the most relevant features of their specific requirements.
6. Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals.
7. Work with the internal account team and the customer to develop a Mutual Success Plan outlining how Shield addresses their immediate/future needs (including metrics for success).

Experience and skills

1. 3+ years of customer advocacy and engagement experience in an Enterprise SaaS customer success team working with Fortune 100 companies and their executives.
2. Owning a book of business of 4-6 Strategic customer accounts.
3. Increase customer satisfaction, adoption, and retention applying to a technical product.
4. A fast learner who is naturally curious and thrives in a fast-paced and dynamic work environment.
5. Experience with the finance industry / Managed customers from the finance industry – Advantage.

Shield is a post-Series B startup with some of the largest financial organizations in the world as investors and customers. Our platform analyzes digital interactions to fight financial crimes and mitigate a toxic workplace environment.

At Shield, we listen more intently, pay closer attention to details, and make the extra effort. It’s all about creating a world where people understand and trust each other.

Shield is set to do good in the world; we help protect market integrity and people’s financial assets.