Manager, Customer Success – Enterprise

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

📋 Description

• Lead the Americas Customer Success team by implementing a highly scalable and efficient engagement model to cater to a large number of customers.

• Oversee customer engagement throughout their lifecycle, from deployment and adoption to renewal.

• Recruit and guide a dedicated Americas Customer Success team.

• Develop value-driven plans and establish KPIs and objectives for the customer success team.

• Create a scalable framework to support a high volume of customers while ensuring essential customer interactions.

• Craft the Customer Success Manager (CSM) playbook, outline the customer journey, and pinpoint key satisfaction and critical touchpoints across the solution set.

• Enhance the Customer Success operational platform to boost team processes and efficiency.

• Collaborate with onboarding, sales, support, product operations, and renewals to facilitate seamless transitions and an optimal customer experience.

• Drive growth and profitability by maximizing value, encouraging usage and adoption, upselling services, and minimizing churn.

• Analyze customer data to enhance the experience and effectively communicate value.

⛳️ Requirements

• Must possess experience in cybersecurity.

• At least 5 years of experience in team management.

• A minimum of 7 years of experience as a Customer Success Manager, Account Manager, or a related customer-facing role within a B2B technology company.

• Demonstrated success in collaborating with customers to align their success with business objectives.

• Proven experience in effectively engaging with customers in the Enterprise segment.

• Established history of working closely with regional sales leadership and collaborating with support, product, and engineering teams.

• Strong skills in customer-facing interactions, cross-functional collaboration, and relationship building.

• Ability to identify, analyze, and devise creative solutions to complex challenges.

• Capable of managing competing priorities and projects in a dynamic environment.

• Proficient in recognizing bottlenecks within internal processes and proposing effective solutions.

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

🏝️ Benefits

• Eligibility for bonuses.

• A comprehensive benefits package.

• Option for remote work arrangements.