Customer Success Manager

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

📋 Description

• Act as the main point of contact and trusted advisor for executive stakeholders.

• Align customer business objectives with product value.

• Assist customers in the onboarding process and facilitate adoption.

• Lead proactive product enablement aimed at achieving quick returns on investment and measurable business outcomes.

• Track usage data and health metrics to mitigate risks and discover opportunities for expansion.

• Serve as the coordinator for the customer experience.

• Translate customer needs into actionable insights for Product and Sales teams to guide the roadmap.

• Manage intricate escalation processes and collaborate with internal teams to tackle significant challenges.

• Take initiative beyond assigned responsibilities when necessary to guarantee customer success.

• Utilize AI platforms such as Staircase AI and Gemini to oversee customer health metrics and playbooks, generate executive summaries, and automate back-office processes.

• Emphasize growth in high-impact strategic accounts, customer value, retention, and long-term success.

⛳️ Requirements

• 4+ years of experience as a Customer Success Manager or Technical Account Manager in a rapidly growing B2B SaaS environment.

• Proven experience in managing large and complex customer accounts.

• Capability to quickly learn complex products and operate at a “power-user” level.

• Ability to function effectively in ambiguous and rapidly changing situations.

• Exceptional discovery and problem-framing skills.

• Strong ability to influence and establish trust with stakeholders at all levels.

• Excellent communication, interpersonal, and presentation skills.

• In-depth understanding of networking standards and protocols, including TCP/IP, routing, switching, DNS, DHCP, and segmentation principles.

• Experience in Operational Technology (OT) environments and industrial networks is a significant advantage.

• Solid grasp of cybersecurity principles and secure network architecture.

• Familiarity or experience in Cyber Security, including Endpoint, SOAR, and SIEM.

• Experience utilizing AI platforms such as Staircase AI and Gemini.

🏝️ Benefits

• Equal-opportunity employer dedicated to promoting a diverse and inclusive workplace.

• Special accommodations available upon request during all selection stages.