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Senior Customer Success Manager

Washington, DC - Hybrid

About Virtru:

While the rest of the security industry obsesses over locking data down to prevent it from being lost or stolen, we're doing something fundamentally different at Virtru. We're setting data free so that you can intentionally share it with others, but without sacrificing security, privacy, or control.

We've created both a suite of powerful data protection applications and an open platform that's sparking an ecosystem of innovation. Through the Trusted Data Format (TDF) open standard, we're not just protecting data; we're creating a new paradigm where security enables sharing rather than preventing it.

Think of us as the Android of data protection: a robust platform with an open core that developers and partners can build upon, coupled with our own best-in-class applications that showcase what's possible when you reimagine security from the ground up.

Backed by Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global, we're helping Fortune 500 companies and government agencies discover that true data security means having the freedom to share, collaborate, and innovate — without compromise.

Compensation: $120,000-130,000 base + Variable Compensation

Team & Position Details

You will serve as a strategic partner to our Enterprise and Upper Mid-Market customers. Reporting to the VP of Customer Success, you'll manage a portfolio of approximately 50 accounts, driving customer adoption, expansion, and retention by ensuring customers achieve measurable value from Virtru's complete data protection platform. You'll work cross-functionally with Sales, Product, Engineering, and Support teams to deliver exceptional customer experiences and contribute to our continued growth.

As a Senior Customer Success Manager, your responsibilities will include:

Customer Relationship Management:

  • Manage a diverse portfolio of ~50 Enterprise and Upper Mid-Market accounts across all industries and regions
  • Develop trusted advisor relationships with key stakeholders, from IT administrators and security teams to C-level executives
  • Conduct regular business reviews (QBRs/EBRs) that demonstrate ROI, showcase adoption progress, and align Virtru's solutions with customer business objectives
  • Serve as the voice of the customer internally, advocating for their needs across Product, Engineering, and Support teams
  • Orchestrate resources across the organization to ensure seamless customer experiences
  • Travel to customer sites when necessary to strengthen relationships and drive strategic initiatives

Adoption & Value Realization:

  • Design and execute comprehensive success plans tailored to each customer's unique security and compliance goals
  • Drive adoption across Virtru's full product suite, helping customers maximize value from their investment
  • Provide strategic guidance on data protection best practices
  • Monitor customer health metrics, usage patterns, and engagement signals to proactively identify risks and opportunities
  • Deliver training and enablement to customer teams, ensuring they're confident and capable with Virtru solutions
  • Identify and document customer success stories, case studies, and references for Marketing collaboration

Renewal & Growth:

  • Own renewal responsibility for your book of business, maintaining high gross and net retention rates
  • Proactively address risks and develop mitigation strategies to ensure successful renewals
  • Identify expansion opportunities across Virtru's product portfolio and collaborate with Sales to drive upsell and cross-sell
  • Accurately forecast and report on account status, renewal probability, risks, and expansion opportunities
  • Navigate complex contract negotiations and multi-stakeholder renewal discussions with your cross functional partners 

Strategic Contributions:

  • Contribute to a wide range of Customer Success projects - predominantly centered on the evolution of Customer Success playbooks, processes, and best practices
  • Partner with Product Management to influence roadmap based on customer feedback and market needs
  • Share insights and best practices with the broader CS team to elevate overall performance
  • Represent Virtru at customer events, webinars, and industry conferences as needed
  • Collaborate with Marketing on customer advocacy programs and reference development

Skills that will help you thrive in this role:

  • 7+ years of Customer Success, Account Management, or related experience in B2B SaaS
  • Proven track record managing Enterprise and/or Upper Mid-Market customer relationships with complex technical products
  • Experience driving adoption of security, infrastructure, or technical solutions
  • Strong business acumen with ability to translate technical capabilities into business outcomes and ROI
  • Demonstrated success owning renewals and driving net retention in existing accounts
  • Experience identifying and progressing expansion opportunities
  • Excellent presentation, communication, and interpersonal skills with ability to engage audiences from technical users to executives
  • Highly organized with ability to manage multiple accounts and priorities simultaneously
  • Data-driven mindset with strong analytical skills
  • Self-starter who thrives in a fast-paced, dynamic environment
  • Comfortable working remotely and managing relationships - especially with executive level  virtually
  • Willingness to travel to customer sites as needed

Preferred Qualifications

  • Experience with email encryption, data loss prevention (DLP), business email compromise, or other cybersecurity, email, or file transfer solutions
  • Familiarity with Google Workspace, Microsoft 365, Salesforce, or other cloud platforms where data protection is critical
  • Technical aptitude or background that enables you to understand complex security concepts - and explain them to both technical and non-technical stakeholders
  • Experience working with customers in highly regulated industries (government, healthcare, financial services, legal, defense industrial base)
  • Track record of achieving 100%+ net retention rates
  • Experience managing a high volume of accounts while maintaining quality relationships
  • Knowledge of compliance frameworks (HIPAA, GDPR, CMMC, FedRAMP, etc.)
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.
Perks & Benefits:

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…
A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
Access to an Employee Assistance Program
  • Access to Headspace, a mental health app tailored to your specific needs.
  • A flat 3% contribution to your retirement account
  • A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority.
Additional perks include:
  • Competitive compensation
  • Generous parental, medical, and bereavement policies
  • Uncapped commissions for Sales roles
  • 401K contribution and stock options
  • Full medical, dental, and vision benefits
  • New Hire Swag and IT Welcome boxes
  • Structured semi-annual 360° performance reviews
Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

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