About Arnica

Arnica is the ultimate platform for modern application security teams. It is getting more challenging for developers to build secure applications. The "shift left" movement has promised to change that, but the result has been a shift left of work and effort. Arnica is delivering application security teams a solution that developers and security love by giving clarity to what is actually important and by shifting automation and mitigations left instead of more work.

Arnica’s solution consolidates a suite of application security tools across code risks (SAST, SCA, reputation, licensing, IaC), hardcoded secrets mitigation, excessive developer permissions, git hardening and more. Each risk is surfaced with context, ownership, and actionability. Our pipelineless approach to AppSec guarantees 100% coverage always and eliminates risks in a blameless and shameless way by interacting with developers in real time to stop any new risk from entering production code.

About the Role

Arnica’s Customer Success team is responsible for the long-term relationships and success of our customers. We believe in partnerships, feedback, and value-first interaction. This candidate will work directly with our customers to ensure adoption and successful ongoing use of the Arnica solution. They will aid the different teams in Arnica by providing technical coverage to customers, training customers on new offerings, and collecting customer feedback. Technical Customer Success Managers are highly knowledgeable about the product and its capabilities, while maintaining an overview of precisely how customers use the products and services provided by Arnica to drive value. With proper analytics and reporting, our Customer Success team uses data to assist in enhancing the customer experience and customer satisfaction set forth by management.

What You’ll Do:

• Responsible for an assigned group of existing and onboarding customers
• Develop a trusted advisor relationship with key accounts, on the project and executive level
• Responsible for the efficient onboarding of the customer and deployment of Arnica in the customer’s environment.
• Be the first escalation point for product questions and technical issues
• Be the internal voice of the customer to drive adoption and customer satisfaction
• Document and maintain internal knowledge related to new products and workflows to promote adoption
• Proactively identify new opportunities for customer value and expansion of solution adoption
• Manage and lead periodic meetings with customer leadership as well as project level stakeholders
• Organize and lead QBRs where applicable with the Account Executive teams
• Analyze open cases and reported issues, look for ways to improve the service, and solve repeating issues for the customer
• Train and advise customers on how to use the products effectively

What You’ll Need

• 5+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer, Customer Success Manager), experience with working with high-profile customers.
• Strong analytical and technical skills, ideally with experience working with or on development projects
• Proven ability to build and maintain relationships with customers. Excellent customer service skills with a passion for customer satisfaction and success
• Proficiency in data analysis tools and techniques and the ability to generate insights from non-standardized data
• Excellent verbal and written communication skills and ability to maintain conversations with customers in a diplomatic and goal-focused manner
• Ability to anticipate customer needs and position Arnica’s solutions accordingly
• High acumen for translating complex technical concepts into a compelling narrative full of solution value
• Ability to monitor customer activity, create reports, and convey insights
• Ability to learn new software tools on the job, and the ability to provide customer training on those tools
• Strong presentation skills; comfortable engaging with executive-level clients

First 90 Days

• Collaborate across the Arnica team to establish a strong understanding of the Arnica solution, it’s value proposition and how to ensure customers realize it’s value
• Establish relationships with your assigned book of customers and familiarize yourself with their goals, current value realization and future plans with Arnica
• Inject yourself as the new point of contact and primary liaison for your customer base

Nice-To-Have

• Deep understanding of cybersecurity – and specifically application security – buyer and user needs
• Strong understanding of developer workflows (aka how code gets written + published and working with source code management platforms)
• Any experience developing software, professionally or for hobbies
• An appreciation for great dad jokes and enjoyable working conditions.

Benefits (U.S. Full Time)

• Early-stage stock options
• Robust health care package options
• Unlimited Paid Time Off – Arnica founders lead by example, taking time to recharge with their families
• We’re remote friendly but place deep value on in-person work – live your life where and how you want to live it but take advantage of semi-regular meet-ups in our Atlanta office, at shows, or for team in-person workshops