Location
United Arab Emirates
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About the Customer Success Manager Role
The Customer Success Manager is responsible for the day-to-day management of assigned customer accounts. This includes working closely with sales teams, professional services, technical support, sales operations, and product management to understand and resolve customer issues. The position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate how the company supports the achievement of customers’ strategic goals.
What You’ll Do:
- Be the client advocate and product specialist for assigned customers
- Develop and implement scalable methods for communicating best practices to customers
- Identify at-risk accounts and take appropriate action and/or escalate as needed
- Deliver remote services to new and existing customers including software installation and configuration, onboarding, and training
- Work with professional services, technical support, and regional sales team to ensure smooth onboarding of new customers
- Regularly monitor customer health and communicate results with the regional sales team, support, and renewals team
- Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders
- Work closely with renewals teams to drive renewals and with sales teams to drive expansions
- Review client requests with technical support, product management, and regional sales team and escalate as necessary
- Schedule and conduct regular reviews with customers and communicate results
- Develop, prepare, and nurture customers for advocacy
- Responsible for ongoing customer communication regarding introductions, announcements (e.g., upcoming features & products), and events such as User Conferences and webinars
What You’ll Bring:
- BA/BS preferred or equivalent experience
- 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant, or Sales Engineer
- Knowledgeable in privilege access management and cybersecurity best practices
- Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc. is a big plus
- Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
- Ability to understand high-level technical aspects of the product and provide business and technical solutions to help customers optimize the use of the solution
- Competency with Salesforce and Customer Success Management platforms
- Ability to multi-task, problem-solve, and work cross-functionally in a dynamic environment
- Excellent verbal and written communication skills
