Manager , Customer Success

Key Responsibilities

• 
  Leadership & Team Management
• Lead, mentor, and develop a team of Customer Success Managers, fostering a high-performance, customer-centric culture.
• Set clear goals and performance metrics for the team, ensuring alignment with overall customer success strategies.
• Provide coaching on best practices, customer engagement, and issue resolution to drive continuous improvement.
• Drive standardization and scalability of onboarding and customer success processes.
• Customer Onboarding & Implementation
• Provide oversight of the CSM s project management to ensure a successful onboarding experience and seamless transition from the Onboard to Realize and Expand stages of the customer journey.
• Monitor the regions project timelines, risk factors, and blockers, supporting the team in proactively resolving challenges.
• Ensure customers are aligned on implementation goals and have the necessary resources and training for success.
• Customer Success & Retention
• Manage the team to execute on the customer success strategies that drive product adoption, retention, and expansion.
• Work closely with high-value customers, serving as an escalation point for complex issues.
• Oversee business reviews to track customer progress, highlight value, and identify growth opportunities.
• Partner with renewal teams to review and remove blockers to ensure contract extensions, upsells, and continued success.
• Advocacy & Continuous Improvement
• Act as the voice of the customer, advocating for customer needs in product roadmap discussions.
• Gather and analyze customer feedback, ensuring ongoing improvements to services, training, and resources.
• Develop and maintain customer success resources, including best practices, operational reports, training materials, and FAQs.

• 10+ years of experience in Customer Success, Professional Services, or Technical Account Management, preferably in cybersecurity or enterprise IT.
• 3+ years of experience managing a Customer Success or Professional Services team.
• Experience managing customer onboarding, training, and implementation projects.
• Proven ability to influence and engage C-level executives and key stakeholders.
• Exceptional problem-solving, relationship management, and communication skills.
• Ability to drive customer adoption strategies while balancing multiple priorities.
• Proficiency in Customer Success tools (Gainsight, ChurnZero) and CRM platforms (Salesforce, etc.).
• It would be great if you also have the following, but they are not required :
• Experience working specifically with solutions such as SWG, CASB, Zero Trust, Endpoint Security, or similar.
• Cybersecurity certifications (CISSP, CISM, or equivalent) are a plus.