Customer Success Manager
About The Position
The Customer Success Manager (CSM) plays a critical role in CyberArk to protect our most precious assets: our customers. The CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize the recurring value from all CyberArk products, Perpetual or Subscription, premise or cloud. You will work closely with Directors/Managers of Security, Security Engineers, Security Architects and Dev-Ops teams to implement best in class Access and Identity products from CyberArk. The end results are increased customer satisfaction, value, retention, and expansion of the CyberArk security footprint.
Requirements
- 5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles
- Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
- Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
- Experience with enterprise security products and/or offerings
- Strong knowledge of cloud architecture as well as on-premise IT landscape
- Solid understanding of IT security strategies
- Practical experience of enterprise Directory services (Active Directory, LDAP, Azure etc.), including support and security operations
- Fundamental technological knowledge of networking environments
- Experience installing and supporting enterprise software on Windows and UNIX platforms
- Excellent in business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
- Up to 25% travel
Responsibilities
- Own the ultimate responsibility for the customer’s onboarding, adoption, and advocacy across a portfolio of customers.
- Work with the customer to build success plans, establish critical goals, to aid the customer in achieving their objectives.
- Design and execute on a value roadmap for your customers
- Establish regular cadence (Monthly, Quarterly) with each assigned client, review executive dashboards, and program status.
- Cement yourself as a trusted advisor/strategic advisor with customers and drive continued value of our products and services.
- Partner with CyberArk Account Team (Account Manager, SA, Training, and Enablement) to find opportunities for new usage of CyberArk across organizational functions.
- Act as the voice of the customer internally to advocate for customer needs.
- Engage proactively with the customer at every step of the journey of the customer with CyberArk products.
- Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with CyberArk teams to proactively remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.
- Identify areas for improvement in customer experience, both in our product and processes.
Benefits
- The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
