Customer Success Manager

Forescout Technologies Inc.

33d

About The Position

Forescout has an excellent opportunity for a strategic and business-focused Customer Success Manager (CSM) to join our high-energy, multi-cultural, world-changing team. As a Customer Success Manager, you will hold a critical and strategic customer-facing leadership role. You will own relationships with a portfolio of Forescout strategic customers to ensure they achieve their desired outcomes and realize the value of their investments through the successful adoption and optimization of our products and solutions. You will partner closely with our sales, product management, engineering, professional services, and customer support teams to consolidate efforts, streamline communications, and deliver exceptional customer satisfaction.

Requirements

• Bachelor’s degree required; preferred areas of study include Business, Engineering, Technology, or related field
• 5+ years of experience working in customer-focused role within an enterprise technology company; preferred experience in security technologies
• Strong technical aptitude, business and sales acumen, customer service, and change management skills
• Understanding of customer success and all aspects of the customer lifecycle
• Ability to remain calm in stressful customer situations and apply good decision making to achieve a positive outcome
• Strong verbal and written communication, prioritization, and time management skills
• Outstanding negotiation skills with the ability to make trade-off decisions and counter objections
• Ability to present, articulate, interpret, and communicate technical information to varying levels of technical understanding
• Proven long-term customer relationship development skills; passionate about customer success

Nice To Haves

• Demonstrate technical knowledge specific to information security software; presales experience is a plus

Responsibilities

• Establish relationships with your customers through regular meetings to understand the complexities of their environment and how Forescout’s solutions can meet their business and technical objectives
• Collaborate with your customers to create, implement and achieve a customer success plan – a plan that clearly outlines the customer’s objectives, the path to achieving those objectives and the progress against the plan
• Create customer deliverables (QBRs, upgrade plans) suitable for a diverse set of constituents from senior executives to end-users
• Coordinate activities with the assigned Adoption Engineer
• Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion
• Lead, drive and communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities
• Partner with sales teams to identify expansion opportunities and mitigate loss to competition
• Proactively manage account escalations with the appropriate internal stakeholders

Benefits

• Competitive compensation and benefits–we cover 88% of employee and dependents’ health care premiums, 100% company paid employee life and disability insurance premiums, 401K match, generous FTO policy (U.S. only), option to purchase voluntary life, accident and critical illness insurance, employee assistance program, maternity and parental bonding leave with supplemental pay and much more
• Collaborative and innovative environment –make an impact on worldwide security while working on the hottest technology
• Leadership that supports and encourages professional growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees