Customer Success Manager, Northeast Region

Proofpoint • New York, MA

157d

About The Position

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. This person will support the North East Region on the US and may require regional travel. This is a post sales, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to cybersecurity; extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience.

Requirements

• 4 year college degree in a business area, technical area or equivalent.
• Demonstrate customer success principles and the rationale for the related behavior.
• Ability to articulate customer business requirements and serve as the customer voice internally.
• Ability to demonstrate strong engagement with customers and colleagues.
• Ability to influence colleagues and customers to act in high impact situations.
• Current knowledge of cybersecurity solutions and productivity suites.
• Ability to work collaboratively in a team environment.
• Strong communication skills, phone manner, and meeting presence with all levels of customer leadership.
• Strong project and/or program management skills and high attention to detail.

Responsibilities

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor.
• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals.
• Secure approval from your customers’ decision makers on the CSP’s content and timeline.
• Meet regularly with customers for health checks to review product adoption and provide actionable guidance.
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful.
• Consistently gather feedback to identify trends and provide structured feedback to product management.
• Identify At Risk customers and lead cross-functional efforts to get those customers back on track.
• Engage appropriate team members from cross functional groups to address underlying causes of churn.
• Learn and document your customers’ environment to ensure their success with the current tech stack.

Benefits

• Competitive compensation
• Comprehensive benefits
• Learning & Development programs including leadership and professional development workshops.
• Flexible work environment including remote options, hybrid schedules, and flexible hours.
• Annual wellness and community outreach days.
• Always on recognition for contributions.
• Global collaboration and networking opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees