Customer Success Advisor

Safe Software Inc.

Job Overview

Location

Remote, Americas

Job Type

Full-time

Full Job Description

📋 Description

• Own the entire customer journey from day-one onboarding through full value realization and strategic expansion, establishing SAFE Security as the indispensable cyber-risk partner for Fortune 1000 enterprises across the Americas.
• Act as the single-threaded owner of customer relationships, forging trusted-advisor status with CISOs, CIOs, and IT operational teams by translating complex cyber-risk data into board-level narratives that drive executive decisions.
• Translate SAFE’s bold mission—“We Will Build CyberAGI”—into measurable customer outcomes, ensuring every deployment advances the customer’s maturity toward autonomous threat prediction, detection, and remediation.
• Define and obsess over customer-success metrics: Gross Revenue Retention (GRR), Net Revenue Retention (NRR), platform adoption depth, time-to-value, and quantified cyber-risk reduction—reporting progress weekly to internal leadership and quarterly to customer executives.
• Become the undisputed SAFE platform expert, guiding customers through architecture design, policy tuning, and threat-model configuration until they achieve self-sufficiency and can independently extend the platform’s value.
• Champion the “voice of the customer” inside SAFE, distilling field insights into actionable product feedback that influences roadmap priorities and accelerates CyberAGI capabilities.
• Partner hand-in-hand with Customer Success Engineers (CSEs) to triage deployment blockers, performance bottlenecks, and integration edge cases, ensuring zero surprises and maximum uptime.
• Codify and socialize customer best-practice blueprints—playbooks, runbooks, and success templates—that scale repeatable wins across the entire customer portfolio.
• Orchestrate cross-functional project plans spanning Professional Services, Support, Product, and Sales to deliver multi-phase rollouts that land on time, on budget, and above customer expectations.
• Facilitate executive business reviews (EBRs) that showcase ROI, highlight expansion opportunities, and secure multi-year renewals by aligning SAFE’s innovation trajectory with each customer’s strategic cyber-risk roadmap.
• Travel up to 30% across the Americas to run on-site workshops, incident-response drills, and C-suite briefings, turning every visit into a catalyst for deeper partnership and advocacy.
• Thrive in SAFE’s culture-first, high-autonomy environment—embracing radical transparency, unlimited vacation, and continuous learning—to model the same growth mindset you expect from customers.
• Contribute to a living knowledge base of customer stories, quantified outcomes, and competitive intelligence that fuels marketing, sales enablement, and product strategy.
• Mentor junior CSMs and cross-functional peers on consultative selling techniques, cyber-risk storytelling, and enterprise change-management tactics that accelerate adoption.
• Stay ahead of the evolving threat landscape, regulatory shifts, and compliance mandates so you can proactively advise customers on how SAFE’s CyberAGI roadmap keeps them future-proof.

🎯 Requirements

• 5+ years in Customer Success, Account Management, or Consulting roles serving Fortune 1000 enterprises in cybersecurity or SaaS environments
• Demonstrated track record of owning GRR and NRR targets above 110% through data-driven expansion and renewal strategies
• Deep fluency in cyber-risk frameworks (NIST CSF, MITRE ATT&CK, ISO 27001) and the ability to translate them into executive-level business value
• Exceptional storytelling and presentation skills—comfortable leading C-suite EBRs and technical deep-dives with equal confidence
• Experience orchestrating complex, multi-stakeholder deployments involving Professional Services, Support, and Product teams

🏖️ Benefits

• Fully remote-first culture with unlimited vacation and flexible work hours across the Americas
• Travel budget and autonomy to visit customers on-site up to 30% of the year
• Direct influence on SAFE’s CyberAGI product roadmap through the Voice-of-Customer program

Skills & Technologies

Remote

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Safe Software Inc.

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About Safe Software Inc.

Safe Software Inc., founded in 1993, is a Canadian developer of the FME data integration platform. Its software enables organizations to translate, transform and integrate spatial and non-spatial data between hundreds of formats, databases and APIs. FME is used worldwide by government, utilities and enterprises for data migration, quality assurance and automated workflows, including cloud and on-premises deployments. The company provides desktop, server and cloud services, complemented by training, certification and global partner support.

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