Customer Success Manager – Security Clearance Needed

📋 Description

• As a Customer Success Manager (CSM) at Riverbed, your primary responsibility is to ensure that customers derive recognized value from the Aternity platform.

• You will act as the key figure for coordination and leadership regarding customer outcomes—transforming business objectives into organized success plans, proactively managing risks, and rallying internal teams to foster adoption, retention, and growth.

• Take ownership of customer retention, satisfaction, and expansion, promoting long-term value and partnership.

• Convert customer business objectives into structured Success Plans that include milestones, assigned owners, timelines, and measurable results.

• Assist customers in the adoption and optimization of Aternity’s real user monitoring, application performance, and insights on digital experiences.

• Track customer health, adoption indicators, and risk signals; proactively develop and implement Get Well Plans as necessary.

• Lead discussions at the executive level with credibility, including value assessments and alignment on strategic roadmaps.

• Recognize and address risks early on, escalating issues with clear context, impact, and suggested actions.

• Work collaboratively across departments such as Sales, Product, Engineering, Support, and R&D to provide a cohesive customer experience.

• Represent the voice of the customer by offering insights and feedback that shape product direction and roadmaps.

• Facilitate renewal and growth initiatives by linking usage, outcomes, and business value.

• Operate remotely with occasional travel for strategic, high-impact customer engagements.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Technical Account Management, or enterprise software consulting.

• A Bachelor’s degree is required; advanced certifications in IT infrastructure, performance monitoring, or observability are advantageous.

• Proven capability to influence and engage senior IT and business leaders, including CIOs, CISOs, and directors.

• Strong knowledge in one or more areas including: Endpoint management, SaaS/cloud application monitoring, Network or application performance monitoring, ITSM integrations, and operational workflows.

• Demonstrated discipline in program management with the ability to drive execution and accountability.

• Strong analytical and commercial insight—capable of linking SaaS metrics to customer outcomes, renewals, and growth.

• Excellent communication, presentation, and stakeholder management abilities.

• Experience in technical troubleshooting (Tier 1 or Tier 2) with the skill to identify adoption barriers and coordinate their resolution.

• Resilience, composure, and leadership presence, particularly in complex or high-pressure customer scenarios.

• A strong passion for digital transformation, observability, and continuous learning.

🏝️ Benefits

• Flexible workplace policies.

• Employee resource groups.

• Learning and development resources.

• Career progression pathways.

• Community engagement initiatives.

• Global employee wellness programs designed to support the physical, emotional, and financial well-being of employees.