Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Iowa, +9 more states.

📋 Description

• Take ownership of onboarding, adoption, and advocacy for a diverse portfolio of clients.

• Develop success plans, set essential goals, and assist clients in reaching their aims.

• Create and implement a value roadmap tailored for each client.

• Schedule weekly, monthly, and quarterly cadence calls.

• Conduct quarterly business reviews specifically for IDIRA solutions.

• Analyze executive dashboards and program status while keeping track of customer health metrics and KPIs.

• Serve as a trusted strategic advisor to clients, ensuring they derive ongoing value from products and services.

• Collaborate with account executives, security architects, sales engineers, and training teams to discover new usage opportunities.

• Generate opportunities for contract renewal, upselling, and cross-selling.

• Formulate and implement success plans for customers at risk, collaborating with functional teams.

• Advocate for customer needs within the organization.

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

• Recognize and relay product and process enhancements to improve customer experience.

⛳️ Requirements

• Over 5 years of relevant experience in customer success, consulting, post-sales technical account management, or comparable roles.

• Strong consulting and project management capabilities with a track record of delivering business value for clients.

• Ability to engage with client teams at both technical and non-technical levels.

• Exceptional written and verbal communication abilities.

• Experience in a cybersecurity/SaaS solutions company and/or enterprise software firm working with large enterprise clients is highly preferred.

• In-depth knowledge of cloud architecture, including AWS, Azure, and GCP.

• Familiarity with on-premises IT environments.

• Understanding of security roles within organizations.

• Practical experience with enterprise directory services, such as Active Directory, LDAP, and Azure.

• Basic knowledge of networking environments.

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

• Previous experience with IDIRA software is preferred, or relevant experience in enterprise, security management, systems management, identity management, and/or policy management solutions, particularly IAM and SIEM.

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

• Must not require immigration sponsorship; the company will not provide work visa sponsorship for this role.

🏝️ Benefits

• Potential inclusion of restricted stock units.

• A bonus may be part of the compensation package.

• Employee benefits are available (specific benefits not listed).

• Flexible remote work arrangement.

• Up to 25% travel may be required.