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 ImpactCustomer Ownership and Relationship DevelopmentOwn 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.Executive Engagement: Develop and maintain relationships at multiple levels within each account, including executive sponsors, to ensure long-term alignment and satisfaction.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 ProtectionSave 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.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.Expansion Identification: Identify, document, and own expansion forecasts within your accounts, partnering with Sales to convert opportunities into revenue.Product Adoption and Customer OutcomesAdoption Strategy: Develop and execute tailored adoption plans that drive meaningful platform usage, ensuring customers realize the full value of PreVeil.Outcome Mapping: Align customer goals to PreVeil capabilities, regularly measuring and communicating progress toward their compliance and security objectives.Advocacy Development: Cultivate customer advocates and reference accounts that contribute to PreVeil's growth through referrals, case studies, and community engagement.Operational ExcellenceAI-Enabled Efficiency: Leverage internal systems and AI tools to manage customer engagement effectively at scale across a large portfolio.Salesforce Hygiene: Maintain accurate account data, renewal timelines, health scores, and expansion opportunities within Salesforce.Special Projects: Partner with the Director of Customer Success on strategic initiatives that advance the broader CS organization.Why This Role is a Great FitStrategic Ownership: You will own meaningful relationships with small to enterprise customers, with real accountability for retention and growth outcomes.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.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 For8+ years of work experience with 4+ years of experience as a Customer Success Manager in a SaaS environmentSaaS CSM experience is required; experience in Cybersecurity or Defense Industry-focused SaaS is strongly preferredDemonstrated success managing small to enterprise accounts, including executive-level relationship managementProven track record of driving product adoption, executing save motions, and owning renewal outcomesOutgoing and friendly with exceptional written and verbal communication skillsAn organized, detail-oriented, and execution-focused mindsetComfortable in a fast-paced, high-volume, high-growth, and goal-oriented environmentPositive outlook and customer service oriented; great team playerComfort managing multiple priorities and accounts simultaneouslyBachelor's Degree and minimum GPA of 3.6Remote — Eastern or Central Time Zone requiredExperience with Salesforce or similar customer success tools is requiredWhy This Role MattersYou will play a critical part in protecting and growing PreVeil's customer base at a pivotal moment in the company's growth. The relationships you build and the outcomes you drive will directly shape our gross retention, expansion revenue, and reputation in the defense and cybersecurity market.Growth OpportunityThis role offers a seat at the table as PreVeil scales. Senior CSMs who demonstrate impact have a clear path toward team lead, management, and strategic account responsibilities as the organization grows.
