Customer Success Manager

Job Summary

Accountable for the performance and development of a team of Customer Success Managers, the full-time Customer Success Manager will manage strategic accounts, ensuring customer satisfaction and engagement while collaborating with cross-functional teams to drive business outcomes.

Key responsibilities

• Proactively manage named accounts, focusing on customer engagement and satisfaction throughout the customer lifecycle
• Establish and maintain relationships with key customer stakeholders, addressing needs and concerns through regular check-ins
• Develop strategic Success Plans that align with customer-defined business outcomes and monitor analytics to optimize customer experience

Required qualifications

• Minimum of 3 years of experience in a customer success role with a focus on driving product/service adoption
• Experience in customer management within platform management and security solutions, particularly at the executive level
• Proven ability to handle escalations and foster positive business relationships
• Experience in leading change initiatives and translating customer needs into business requirements
• Demonstrated success as a trusted advisor to senior executives in large organizations