Customer Success Manager

Responsibilities:

• Work with customers to develop a value realization plan that outlines how platform adoption will address their cybersecurity requirements, and drive positive business outcomes.
• Drive adoption through alignment of product capabilities to customer desired outcomes; demonstrating innovation; and integration with other aspects of your customers cybersecurity landscape.
• Utilize cybersecurity domain expertise to articulate Netskope s value to customers and map solutions to their business objectives and desired outcomes.
• Build relationships with customer senior stakeholders, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities to add value.
• Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review product roadmap.
• Partner with customers to implement and operationalize their Cloud Security change management, governance, and skills programs; as they pertain to implementation of the Netskope platform (for example, SOC integration, building in-house capability etc).
• Establish an ongoing cadence of communication with customers across all required levels (from technical users to the C-suite).
• Recommend solutions to changing client requirements and roadblocks to adoption, by assessing risks and benefits of possible approaches.
• Monitor key performance metrics such as customer satisfaction (NPS score), referencability, renewal likelihood, adoption maturity, upsell/cross-sell opportunities, and customer engagement.
• Identify root causes of any customer dissatisfaction or blockers to adoption, and work with the extended Netskope account team to formulate and implement corrective action plans.

Requirements:

• 5+ years of customer success management experience, ideally working with enterprise customers to drive adoption of a technical platform or solution.
• Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption
• Successful track record working in and navigating large enterprise environments, building trusted relationships at all levels in the organization.
• Successful track record of driving product adoption and expansion, through understanding the customer s current situation and desired business outcomes.
• Experience of building business aligned cloud and cybersecurity programs.
• Able to thrive in a fast-paced start-up environment.
• Exceptional follow-through with the ability to manage and drive simultaneous and competing customer requests.

• Domain knowledge in the areas of data protection, security operations, threat, risk or identity management; technical pre/post sales experience is ideal.
• Strong appreciation of technology in the cloud operations and cybersecurity space; preferred skills include security and networking technologies including Proxies, Next Gen Firewalls, CASB, SSL/IPSec, SSO, DLP and Encryption gateways; particularly in hybrid or cloud environments.
• Ability to travel 5-10%.

Education:

• Bachelor s Degree