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Tessian

Tessian's Human Layer Security platform uses machine learning to understand human relationships and communication behavior in order to protect businesses from threats executed by people on email.

Customer Success Manager
San Francisco, CA, US
Job Description / Skills Required

Tessian

We believe technology should secure the digital interactions of employees without compromising user experience or productivity. That’s why we’re building the world’s first Human Layer Security platform.

We’re a team of mathematicians, data scientists & engineers building breakthrough machine learning and natural language technologies to analyse, understand & protect enterprise email networks.

Tessian is backed by leading technology investors Sequoia Capital and Accel who have helped build many industry defining companies including Stripe, Slack, Crowdstrike and Dropbox.

We'd love to hear from you.

Customer Success at Tessian

Having found exceptional product/market fit for our category-defining Human Layer Security software platform, we’re in the midst of transitioning from 'start-up' to ‘scale-up’, and looking for an experienced Customer Success manager to help define and build out the Customer Success function in the US.

Funded by VCs such as Sequoia Capital and Accel Partners, we’re building out our commercial presence in new markets and geographies and are looking for passionate entrepreneurs, builders and straight up hustlers to help us build something special. You will work closely with our evangelistic and diverse US customer base in order to demonstrate and amplify the value Tessian brings, develop meaningful relationships and deepen our relationships through cross-sell and up-sell.

Taking ownership of a rapidly expanding and strategically critical section of our customer base, you will be working closely with a range of customers of differing sizes (100 - 10,000 users), industries (legal, financial, technology, etc) and stakeholders (CIOs, CTOs, CISOs).

Working with our global Head of Customer Success, you will play a pivotal role in helping to design and execute the strategy for US customer success - through building on the success of the UK CS team and helping to start our US customer success function. You will help build a detailed view of our expansion opportunities and a strategy for optimizing customer growth.

As well as being responsible for renewals, expansion (up-sell and cross-sell) and advocacy in our US customer base, you will act as a bridge between engineering, product and our customers - communicating our technology, understanding customer pain-points and interpreting future customer needs to inform our product development.

This role will be based in our new San Francisco office - whilst being part of a wider team with our London office, where we are headquartered. This opportunity will serve as an inflection point in your career, accelerating your development, responsibilities and achievements at a rapid pace. As the first CSM joining our US team, the opportunities for your personal and professional development are wide open.

We don’t pretend that it’ll be easy - joining a company and embarking on the scale-up phase is an amazing challenge, pushing well beyond the boundaries of natural growth cycles. You’ll be comfortable moving quickly and accurately, and be brilliant at continually re-prioritizing what must get done to keep Tessian growing year over year at the pace of the fastest growing SaaS companies in history.


In this position you'll get to:

        Serve as the primary point of contact post implementation.
        Work with customers to identify and close expansion opportunities within our customers
        Develop a trusted advisor relationship with customers and executive sponsors to ensure they are using the solution to achieve full business value
        Conduct periodic customer reviews - accurately assessing customer health, helping define adoption strategies and ensure value realization
        Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
        Act as the voice of the customer and collect feedback to drive continuous improvement in the product and our processes

We'd love to meet someone who:

        Has experience working in a fast paced, high-growth B2B SaaS technology environment, selling enterprise software
        Has 3-5 years of quota carrying account or customer success management experience, with responsibilities over retention as well as expansion
        Understands the ebbs and flows of a fast paced start-up environment because your track record shows that you’ve stuck it out through the ups and downs!
        Is driven & highly ambitious
        Understands the legal, financial and professional-services sectors
        Has a proven track record of working in a competitive, fast-paced and high pressure environment
        Is a best-in class communicator, both verbally and in writing
        A unique experience that you believe is relevant and an advantage. Every CSM is different and we embrace that.

Why we think you'll love it here:

        You’ll work alongside amazing, high-performing colleagues, and have a once-in-a-lifetime opportunity to be part of starting up a new office of a fast-growth, Sequoia-&-Accel-backed technology company
        Great startup culture
        We offer a competitive salary and equity options with every role, with annual salary reviews
        Everyone gets 25 days of paid holiday leave a year (15 days of paid vacation plus 10 paid federal holiday days)
        Flexible working hours and work from home policies including flexibility for parents and caregivers
        We offer three tiers of plans, with the lowest tier of Aetna health insurance 100% paid for by Tessian (no employee contribution required), with a $0 in-network deductible.
        401K Company Match: 100% of first 1% and 50% of next 5%
        You’ll get a high quality MacOS tech kit to work on including laptop, phone and peripheral accessories
        One week of remote working from abroad per year
        Monthly fitness subsidy of $60 towards ClassPass
        Work from home subsidy to cover all of your office must-haves

Equality & diversity

Tessian is an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. The Human Layer we're securing is diverse, and we know we need to be diverse and inclusive to successfully create HLS that reflects this. You can read our equality and diversity statement here.

As part of our commitment to equality and diversity, we're also a corporate member of the WISE Campaign for gender equality in STEM & we're a founding member of the WEDS network driving diversity & inclusion in startups.

Important notices

Please note that we do not accept applications or résumés from recruiters. Any unsolicited CVs, profiles, or names, submitted in any format, by any channel, to any of our team, will be deemed to fall outside any terms and/or conditions with either the person submitting the information or their company of employment/representation.

By submitting your application to Tessian, you consent to Tessian retaining your information and contacting you about future job opportunities, that may be of interest, for up to 2 years in accordance with our Privacy Policy

Please note, that any job offers will be subject to the candidate passing background screening checks.