Customer Success Manager

Netwrix Corporation

18d

About The Position

Netwrix is seeking a detail-oriented, creative, and strategic Customer Success Manager to help customers achieve success and build long-lasting relationships. The role focuses on understanding customers’ unique needs and goals and proactively providing guidance and solutions that meet or exceed their expectations. The Customer Success Manager supports customer happiness, retention, and expansion. The role leads customer onboarding and product adoption, monitors customer health, and works with customers to define and measure success metrics and realize value from Netwrix products and services. It also coordinates bi-annual customer health checks, supports renewals and expansion in collaboration with Account and Renewal Managers, and advocates for customer needs and feedback within Netwrix. Netwrix describes its culture as collaborative, innovative, customer-focused, and grounded in integrity, respect, and hard work. The company welcomes applicants from diverse backgrounds and offers accommodations upon request.

Requirements

At least 3 years of experience in a customer-facing role such as Customer Success or Account Management, in or adjacent to the CyberSecurity industry.
Ability to define customer KPIs and success metrics, track progress, and use data to measure and report outcomes.
Strong verbal and written communication skills, including the ability to communicate with technical and non-technical stakeholders.
Empathetic listening skills and a patient, positive attitude.
Proven ability to analyze complex situations and develop creative solutions to customer needs.
Ability to collaborate with cross-functional teams.
Intellectual curiosity and eagerness to learn about new technologies, industry best practices, and customers’ motivations.
Familiarity with Salesforce.com and Microsoft Office Applications.

Nice To Haves

Familiarity with information security.
A bachelor’s degree in Business, Marketing, or a related field is preferred.

Responsibilities

Listen to customer feedback, confirm customer needs, and deliver an exceptional customer experience.
Build relationships with key stakeholders across customer organizations and understand their business objectives and challenges to provide tailored solutions.
Lead onboarding for new customers and serve as the main point of contact for Netwrix-related matters, supporting product adoption throughout the customer lifecycle.
Work with customers to define and measure KPIs and success metrics; track and report on progress toward desired outcomes.
Monitor customer health and engagement, identify potential concerns, and implement strategies to support customer success.
Coordinate bi-annual customer health checks with customers and internal technical resources; align forward plans with strategic objectives, drive execution, and maintain regular communication.
Collaborate with Account and Renewal Managers to support contract renewals and identify customer-based upsell and cross-sell opportunities.
Represent customer needs, feedback, and feature requests within Netwrix to support product improvements and enhancements.