About Virtru:
Virtru is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global. Today, more than ever, data demands respect, and that’s why Virtru is committed to changing the rules for data privacy. At Virtru, we equip our customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms.
Our market-leading portfolio of data encryption and privacy enhancing applications are remarkably easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.At Virtru, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at all times across its entire lifecycle. We firmly believe that when you respect data, you’re demonstrating respect for the people who own that data.Working at Virtru, you'll be inspired by colleagues who are passionate about the work they do.
We are dedicated to creating an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We're building something special at Virtru. We hope you consider joining our team and helping us create a brighter future for data privacy.
Location:
Remote (PH)
Compensation: $900,000 PHP (10% performance bonus)
About the Role
Virtru is looking for a Customer Success Manager to join our SMB Customer Success team. This role will be responsible for managing a large book of small and mid-sized accounts. You will be responsible for owning your accounts and driving maximum value and impact across the book. To succeed in this role, you’ll need to be comfortable learning new technologies and communicating successfully with a wide range of customer personas. You will partner with your customers to build strong relationships and to make sure they’re getting the most value out of Virtru’s products.
Your primary goals will be to onboard new customers, renew existing contracts, and to enable expansion and upsell in partnership with Sales.
Responsibilities include:
- Onboard and train new customers on Virtru’s products, delivering a great first time experience.
- Manage the renewal process and hit your retention targets.
- Run account reviews for existing customers and educate them on new Virtru features and products.
- Drive engagement and product usage across your book.
- Handle at-risk customers and potential churn scenarios.
- Generate invoices and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
- Handle any other outlier scenarios across the base.
About You
- 4+ years experience working in a customer-facing role (support, sales, customer success, account management, etc.)
- At least 2+ years of experience supporting technical products, applications and/or environments.
- Experience running training calls
- Ability to interact with both technical and non-technical staff and customers.
- Strong technical aptitude and problem-solving skills.
- Positive, customer-oriented attitude.
- Comfortable working in a fast-paced environment, both independently and in a team.
- Exceptional written and verbal communication skills
- Strong organizational and prioritization skills
Extra Credit (Not required but will come in handy!)
- Experience working as a CSM at a high-growth SaaS company.
- Salesforce/Outreach Experience
- Experience with renewals and/or negotiations.
Virtruvian qualities that will set you up for success:
- Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
- Strong sense of urgency with an action-oriented mindset
- Able to collaborate and adapt to shifting priorities as business needs evolve
- Comfortable with asynchronous communication including slack, email, zoom, etc.
