Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Establish measurable business outcomes and success criteria with each client; baseline these metrics, monitor progress, and provide evidence of value delivered.

• Develop and implement outcome-focused success plans for every account, addressing each phase of the customer journey with distinct milestones and assigned owners.

• Foster the utilization of purchased capabilities by leveraging usage data to uncover unrealized value and enhance product utilization.

• Take responsibility for account health by monitoring usage, sentiment, engagement, and delivery indicators, while managing remediation strategies.

• Conduct executive success reviews that encompass outcomes, usage, risks, and roadmap alignment, and construct customer ROI cases.

• Communicate insights regarding account health, risks, and value to Sales and Renewals teams to facilitate renewal and expansion discussions.

• Spearhead cross-functional initiatives to address escalated customer concerns and oversee executive-level escalations to resolution.

• Collaborate with Services, Education, Technical Account Management, Support, Solution Engineers, Sales, and Renewals teams.

• Elevate customer feedback and feature requests to the Product team and develop referenceable customers and case studies.

• Maintain comprehensive knowledge of BeyondTrust solutions to ensure successful adoption, value realization, and outcome achievement.

⛳️ Requirements

• A minimum of 2 years in customer success, technical account management, or a related post-sale role, managing enterprise customers.

• Proven history of driving product adoption and showcasing measurable customer outcomes.

• Experience in creating and executing success plans, utilizing health scoring and usage data to identify and alleviate account risks.

• Background in leading success reviews and establishing credibility with senior stakeholders.

• Proven capability in managing escalations and de-escalating customer concerns, driving cross-functional actions to resolution.

• Ability to manage a portfolio of strategic accounts and prioritize effectively in a dynamic environment.

• Exceptional written and verbal communication skills, including the ability to translate technical details into business value.

• Proactive mindset: anticipating risks and taking action before issues escalate.

• Experience in cybersecurity, particularly in privileged access management or identity security, along with knowledge of BeyondTrust products (preferred).

• Background in customer success, technical customer success, technical presales, technical account management, or professional services (preferred).

• Awareness of cybersecurity and software trends (preferred).

• Familiarity with Salesforce, Gainsight, and Microsoft Office (preferred).

🏝️ Benefits

• A culture that promotes flexibility, trust, and continuous learning.

• Recognition of growth and opportunities for ongoing learning.

• Commitment to diversity and inclusion values.

• Comprehensive employee care and support.