Customer Success Manager

Congratulations, you have taken the first step towards a career-defining role. Join the team of superheroes at the company that safeguard data wherever it goes.

As a Customer Success Manager, you will manage a portfolio of the company's largest and most strategic customers. Your primary focus will be on driving customer success, retention, and account growth by ensuring that customers achieve their expected business outcomes with the company's solutions. You will build long-term, trusted relationships with customers, serving as their advisor and advocate, while collaborating with internal teams to align the company’s offerings with customers' evolving needs. Your performance will be measured by customer satisfaction, value realization, and long-term loyalty, ultimately turning customers into strong brand advocates.

Key Responsibilities:

• Work with clients to establish critical goals and key performance indicators, aiding them in achieving their goals.
• Engage regularly with assigned customers to evaluate needs and strategic direction.
• Lead discovery sessions with IT and business users to understand new use cases, business objectives, and system/application needs.
• Design solutions that meet client requirements, utilizing the company’s product features and related technologies.
• Create and manage documentation artifacts, including business cases and solution blueprints.
• Support internal customer success teams to ensure successful project completion.
• Become an expert on the customer’s deployment and act as their strategic business advisor.
• Present the company’s value proposition and product features to diverse audiences.
• Educate customers on maximizing the value of their solutions and ensure they are employing best practices.
• Build and maintain trusting relationships at all levels, including C-Suite executives.
• Facilitate internal alignment on account strategy to drive customer references, retention, and growth.
• Assess customer progress toward stated goals and drive expected results.
• Act as the customer advocate, ensuring quick resolution of account issues.

Skills & Experience:

• Bachelor’s degree with 8+ years of experience in managing end-to-end customer relationships, preferably in the SaaS industry.
• Experience leading software application deployments or providing strategic advisory services.
• Proven track record of managing customer relationships and delivering results.
• Strong consulting background, with the ability to build and sell business cases.
• Excellent organizational, project management, and communication skills.
• Understanding of business processes and experience with enterprise applications.
• Team player with a passion for helping customers achieve their expected outcomes.
• Ability to travel 60%+ of the time.
• Experience with endpoint security products (DLP, Classification, DRM) is desirable.

Language Requirements:

• Proficiency in English is required.

Let’s build the future of data security at the company together!