Manager, Customer Success

Job Description

Job Title: Manager, Customer Success About Skyhigh Security: Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our Blast Talks learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. We are on these too! Follow us on LinkedIn and Twitter @SkyhighSecurity . Role Overview: We are looking for a Manager, Customer Success with a deep passion for delivering an exceptional customer experience in the cybersecurity industry. In this leadership role, you will oversee a team of Customer Success Managers (CSMs), ensuring they effectively guide customers through onboarding, adoption, and long-term success with our solutions. You will be responsible for strategic customer engagement, team development, and operational excellence, ensuring high customer satisfaction, retention, and expansion. Working cross-functionally with Sales, Professional Services, Support, and Product teams, you will play a pivotal role in driving customer value and business growth. 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. General Background and Experience required for Manager of Customer Success: 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. Company Benefits and Perks: We believe that the best solutions are developed by teams who embrace each others unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. Retirement Plans Medical, Dental and Vision Coverage Paid Time Off Paid Parental Leave Support for Community Involvement Were serious ab out our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.