Customer Success Manager I

ESET•San Diego, CA

32d

About The Position

The Customer Success Manager I (CSM) is responsible for managing a portfolio of small to medium business accounts. CSM serves as the main point of contact throughout the customer's journey with ESET and contacts customers when necessary- based on reporting insights. Collaborating internally to minimize renewal risk and championing customer needs are key aspects of the role. Staying updated on ESET's product offerings and actively driving customer advocacy initiatives are also essential responsibilities. Additionally, if customers express interest in upgrading to a higher tier of product or service, or indicate a desire for early renewal, the CSM's role involves referring them to the Sales Department.

Requirements

Management/business or other relevant field, master degree
Years of work experience:3
Working knowledge of CRM tool (ideally Salesforce)
Basic Knowledge of Qliksense or Tablo and other reporting tools
Basic Knowledge of Cybersecurity Industry
Native/C2 in Local Language, B2 English
Open, Transparent, Empathetic Communication
Attention to Detail
Basics of Project management
Ability to escalate
Proactivity
Active Listening
Detail Oriented
Prone to accept feedback
Skilled in conflict resolution
Analytical thinking

Nice To Haves

Basic Knowledge of customer success best practices and methodologies is a plus

Responsibilities

Manage a portfolio of small to medium business accounts.
Serve as the main point of contact throughout the customer's journey with ESET.
Proactively contact customers based on reporting insights to encourage product adoption and address usage or satisfaction issues.
Collaborate internally to minimize renewal risk.
Champion customer needs within the organization.
Stay updated on ESET's product offerings.
Actively drive customer advocacy initiatives.
Refer customers to the Sales Department for potential upgrades or early renewals.
Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.