Customer Success Manager - Southwest

Delinea • Redwood City, CA

2d

About The Position

Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.
Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.
Apply today to help us achieve our mission.
The Customer Success Manager is responsible for the day to day management of assigned customer accounts. This includes working closely with sales teams, professional services, technical support, sales operations, and product management to understand and resolve customer issues. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate how Delinea supports achievement of customers’ strategic goals.

Requirements

• BA/BS degree preferred or equivalent experience
• 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
• Knowledgeable in privilege access management and cybersecurity best practices
• Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level

Nice To Haves

• Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc. is a big plus

Responsibilities

• Be the client advocate and product specialist for assigned customers
• Develop and implement scalable methods for communicating best practices to customers
• Identify at-risk accounts, and take appropriate action and/or escalate as needed
• Deliver remote services to new and existing customers including: software installation and configuration, onboarding, and training
• Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers
• Regularly monitor customer health, and communicate results with regional sales team, support and renewals team
• Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders
• Work closely with renewals teams to drive renewals and with sales teams to drive expansions
• Review client requests with technical support, product management and regional sales team and escalate as necessary
• Schedule and conduct regular reviews with customers and communicate results
• Develop, prepare, and nurture customers for advocacy
• Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, webinars, etc.

Benefits

• We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

What This Job Offers

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