Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Lead onboarding initiatives to ensure swift time-to-value and successful customer go-live experiences.

• Align customer business goals with quantifiable success metrics, adoption milestones, and operational objectives.

• Collaborate across departments to provide a seamless onboarding and customer journey.

• Promote platform adoption and customer maturity through strategic advice, adoption assessments, and value-driven interactions.

• Conduct Monthly and Quarterly Business/Value Reviews (MBRs/QBRs) that emphasize ROI, business results, and roadmap alignment.

• Facilitate adoption workshops, enablement sessions, and product demonstrations to enhance customer success.

• Serve as a trusted advisor, assisting customers in navigating the evolving landscape of cybersecurity, cryptography, PKI, and compliance trends.

• Proactively identify risks, adoption gaps, and opportunities to enhance customer results and platform usage.

• Develop robust executive and operational relationships within enterprise customer organizations.

• Act as the voice of the customer and a strategic ally throughout the customer journey.

• Enhance customer satisfaction, advocacy, and long-term partnership growth through proactive engagement and value delivery.

• Effectively coordinate across Sales, Support, Product Management, and Engineering teams to achieve customer success outcomes.

• Manage escalations, feature requests, customer priorities, and success plans with ownership and urgency.

• Maintain strong operational discipline in customer engagement, adoption tracking, and account planning activities.

• Own customer retention, renewal preparedness, and overall account health while sustaining Annual Recurring Revenue (ARR) and minimizing churn and account downsizing.

• Identify and support upsell, cross-sell, and expansion opportunities aligned with customer business objectives.

⛳️ Requirements

• 5+ years of experience in Enterprise Customer Success, Technical Account Management, or strategic post-sales customer engagement within complex enterprise settings.

• Extensive knowledge of cybersecurity, PKI, Certificate Lifecycle Management (CLM), automation, infrastructure, and enterprise security ecosystems.

• Demonstrated success in managing and cultivating executive relationships with Fortune 500 and large enterprise customers.

• Strong customer advocacy and escalation management skills with the ability to influence both technical and business stakeholders.

• Exceptional communication, executive presentation, and relationship management abilities.

• Capability to lead strategic business reviews, adoption workshops, value realization discussions, and customer enablement initiatives.

• Enthusiasm for learning about emerging technologies, cybersecurity trends, and the evolving digital identity landscape.

• Proven capacity to collaborate across Sales, Product, Engineering, Support, and Professional Services teams.

• Comfortable engaging with customers throughout the Northeast US and Canada regions within EST time zones, with flexibility to work in extended time zones to align with the global team.

• Willingness to travel for strategic customer engagements and executive meetings.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development opportunities