Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Take ownership of the onboarding process, customer adoption, and advocacy for a designated portfolio of enterprise clients.

• Develop comprehensive customer success strategies, set essential objectives, and create and implement value roadmaps.

• Schedule and conduct weekly, monthly, and quarterly cadence calls with customers.

• Facilitate Quarterly Business Reviews to guarantee successful outcomes from Idira solutions.

• Analyze executive dashboards and monitor program status.

• Evaluate and track customer health metrics and key performance indicators (KPIs).

• Act as a trusted strategic advisor to clients.

• Collaborate with Account Executives, Security Architects, Sales Engineers, and Training teams.

• Discover new usage opportunities and develop pipelines for renewals, upsells, and cross-sells.

• Create and implement success strategies for customers at risk.

• Represent the internal voice of the customer.

• Champion customer needs and communicate areas for product and process enhancements.

• Utilize internal tools, such as Gainsight, to document customer activities and key data points.

⛳️ Requirements

• A minimum of 5 years of relevant experience in customer success, consulting, post-sales technical account management, or similar fields.

• Demonstrated success as a trusted advisor in delivering business value.

• Ability to engage with both technical and non-technical stakeholders.

• Exceptional written and verbal communication skills.

• Capability to simplify intricate technical subjects for both executive and end-user audiences.

• Prior experience with a Cybersecurity/SaaS solutions organization or enterprise software company serving large enterprise clients is highly desirable.

• Strong understanding of cloud architecture, including AWS, Azure, and GCP.

• Familiarity with on-premises IT environments.

• Solid comprehension of security role development and organizational concepts.

• Practical knowledge of enterprise directory services, including Active Directory, LDAP, and Azure.

• Experience in supporting security operations.

• Basic knowledge of networking environments.

• Experience installing and supporting enterprise software on Windows and UNIX platforms.

• Previous experience with Idira Software solutions is preferred, or relevant background with enterprise applications, security management, systems management, identity management, and/or policy management solutions, particularly IAM and SIEM.

• Willingness and ability to travel up to 25% of the time.

• Must not require immigration sponsorship; work visa sponsorship is not available.

🏝️ Benefits

• Restricted stock units may be included.

• A bonus may be offered.

• Employee benefits are available; details can be found in the employer’s benefits description.

• Remote work arrangement is provided.

• Opportunity for hybrid team collaboration across various locations.