Customer Success & Account Manager (USA)

Phished is a dynamic and fast-growing SaaS company that operates at the cutting edge of technology and growth. Our mission is to enhance organizations' cybersecurity by equipping their teams with the tools and training to identify and respond to cyber threats effectively. With a fully automated, state-of-the-art training platform, we make a tangible impact on employees and organizations worldwide. As a market leader in our sector, Phished serves thousands of organizations globally and benefits from a robust network of partners and resellers. We are on an ambitious journey to double our growth in 2025, and we are seeking a talented and driven professional to join our team in a unique hybrid role combining Customer Success Management and Account Management responsibilities.

As a Hybrid Customer Success & Account Manager, you will bridge the gap between ensuring client satisfaction and driving business growth. Your responsibilities will include:

• Overseeing the seamless onboarding process for new clients, ensuring a smooth transition to the Phished platform.

• Providing proactive operational support to customers, helping them maximize the value of our products.

• Acting as the primary point of contact for customer inquiries and ensuring prompt resolution of issues.

• Coordinating communication between customers and internal teams (Sales, Product, and Support) to address needs efficiently.

• Monitoring customer health metrics and identifying opportunities for growth and improvement.

• Striving to meet and exceed quarterly and annual ARR targets with consistency and predictability.

• Advising existing accounts on solution selling, uncovering upsell opportunities, and implementing them successfully.

• Preparing and delivering detailed, accurate reports for each client.

• Conducting regular meetings with key accounts to provide updates, gather feedback, and maintain strong relationships.

• Identifying market trends, customer needs, and competitive activities to inform Phished’s strategy.

Must-Haves:

• Proven experience in Customer Success, Account Management, or a similar hybrid role in a B2B environment.

• Familiarity with SaaS solutions and experience in managing complex solutions is a significant advantage.

• Exceptional communication skills in English (both written and verbal).

• A customer-centric mindset with a knack for building long-term, trusted relationships.

• Strong problem-solving skills and a proactive approach to challenges.

• The ability to balance competing priorities while maintaining attention to detail.

• A collaborative team player who thrives in a fast-paced, entrepreneurial scale-up environment.

What’s In It for You?

• Personal Growth: Craft your own career path based on your vision and aspirations. Shape your learning journey with opportunities for personal and professional development.

• Dynamic Environment: Collaborate with a passionate team in a culture that values innovation, integrity, and impact.

• Attractive Compensation: Enjoy a competitive salary with performance-based commissions.

• Comprehensive Benefits Package.

• Remote Work Model: Benefit from a flexible remote working environment with occasional meetings in Belgium. Our vibrant office in Leuven is available for collaborative sessions and key gatherings.