Senior Customer Success Manager

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

📋 Description

• Develop and oversee the customer portfolio.

• Take ownership of the customer lifecycle by safeguarding, nurturing, and delivering outstanding service.

• Propel revenue growth by demonstrating the achievement of customer-defined value measures.

• Reduce customer churn through effective customer success plans and lifecycle management.

• Address customer inquiries and concerns to enhance the overall customer experience.

• Utilize data and trend analysis to refine the customer experience and inform communication and engagement strategies.

• Ensure accurate customer information is maintained for internal stakeholders.

• Act as a dependable point of contact and brand ambassador for Nozomi Networks and its products.

• Collaborate across departments to guarantee customer visibility and outcomes.

• Provide customer feedback to influence product design and development.

• Assist in developing training courses and educational materials for team members.

• Assess and improve tutorials and communication infrastructure.

⛳️ Requirements

• A minimum of 4 years of demonstrated experience in a customer success role supporting a technical product.

• Proven experience in onboarding customers, driving adoption, and consistently achieving business results.

• In-depth understanding of customer concerns related to product usage, along with the ability to recommend operational best practices and troubleshoot effectively.

• Strong organizational skills, with experience in creating and maintaining account notes, developing and executing recovery plans, and customer success playbooks.

• At least 3 years of experience in IT and network security; experience in operational technology (OT) is advantageous.

• Ability to conduct product demonstrations, training sessions, and present technical reports to customers, articulating the value delivered.

• Previous experience in a Technical Account Manager (TAM) or Sales Engineer (SE) role is highly valuable.

• Experience in managing brand image and promoting value through customer experience.

• Demonstrated accountability, personal organization, and ability to multitask.

• Self-motivated and proactive disposition.

• Excellent communication and interpersonal skills, including the ability to create technical reports and deliver executive-level presentations.

• Proven leadership capabilities and competency in engaging both CxO and technical staff.

• Experience in analyzing and optimizing Customer Success processes.

• Patient and active listener.

• A genuine passion for service.

• Successful candidates will be required to undergo background verification checks.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• 401(k) plan.

• Employer matching program.

• Flexible paid time off.

• Paid holidays.

• Paid parental leave.

• Health & Wellness benefits.

• Financial benefits.

• Work-Life Balance benefits.

• Unparalleled Flexible Time-Off.