Customer Success Manager

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

📋 Description

• Ensure the success of our customers and develop enduring relationships with them.

• Comprehend the distinct needs and objectives of customers while proactively offering guidance and solutions.

• Provide outstanding customer experiences that enhance satisfaction, retention, and growth.

• Build connections with key stakeholders within customer organizations.

• Grasp customer business goals and challenges, delivering customized solutions.

• Oversee the onboarding process for new customers, acting as the primary contact for Netwrix products.

• Facilitate seamless product adoption throughout the customer journey.

• Establish and assess KPIs and success metrics in collaboration with customers.

• Monitor and report on the accomplishment of desired outcomes.

• Keep an eye on customer health and engagement, proactively addressing any concerns.

• Organize bi-annual health assessments in partnership with customers and internal technical teams.

• Align future plans with strategic objectives, drive implementation, and maintain consistent communication with customers.

• Work alongside Account and Renewal Managers to support contract renewals.

• Identify opportunities for upselling and cross-selling based on customer requirements.

• Advocate for customer needs, feedback, and feature requests within the Netwrix organization.

• Propel product enhancements and improvements through customer advocacy.

⛳️ Requirements

• A minimum of 3 years' experience in a customer-facing role, such as Customer Success, Account Management, or a similar position in or related to the CyberSecurity industry.

• Competent in defining key performance indicators (KPIs) and success metrics for customers, monitoring their progress, and utilizing data to evaluate and report on the achievement of desired outcomes.

• Excellent verbal and written communication skills.

• Capability to communicate effectively with both technical and non-technical stakeholders.

• An empathetic listener who maintains a patient and positive demeanor.

• Ability to understand customer challenges and provide appropriate support.

• Demonstrated ability to analyze complex situations and propose innovative solutions that meet customer needs.

• Capacity to collaborate effectively with cross-functional teams.

• Familiarity with information security is advantageous.

• A degree in Business, Marketing, or a related field is preferred.

• Experience with Salesforce.com and Microsoft Office Applications.

• Intellectual curiosity and a willingness to learn about new technologies, industry best practices, and customer needs.

🏝️ Benefits

• Competitive Health Benefits.

• Continuous Learning and Development Opportunities.

• Team-Oriented, Collaborative, and Innovative Work Environment.

• Regular Company Town Halls to Keep You Informed.

• Opportunities for Career Growth and Advancement.

• Equal Opportunity Employer.

• Accommodation support available upon request.