Manager, Customer Success (Enterprise)

What You Will Do

• Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value. 

• Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team. 

• Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints. 

• Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set.  

• Help optimize the Customer Success operational platform to improve processes and effectiveness of the team. 

• Work closely with associated roles across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience. 

• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn. 

• Analyse customer data to improve the experience and articulate value. 

What You Will Bring

• Cybersecurity experience a must

• 5+ years of experience managing a team 

• 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company.

• Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment 

• Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements. 

• A passion for teaching, developing, and growing others  

• Strong customer-facing, cross-functional, relationship-building skills 

• Ability to identify, analyze and find creative solutions to complex problems 

• Capable of handling competing priorities and projects in a fast-paced environment  

• High energy, self-starter comfortable with ambiguity in entrepreneurial environments 

• Ability to identify bottlenecks within internal processes, and recommend solutions  

• Must be willing to travel 25%