Manager, Customer Success

CyberArk • San Diego, CA

9d

About The Position

The Manager, Customer Success plays a pivotal role in leading a high performing team of Customer Success Managers who partner closely with CISOs, IT Security Executives and other senior stakeholders across complex enterprise environments. Your team will be working with CyberArk’s most valuable enterprise customers. In this leadership role, you will drive strategic customer engagement initiatives, mentor and grow a high-performing team and serve as a critical cross-functional link between our customers and internal teams. Your strategic oversight will drive retention, customer satisfaction and revenue expansion across our largest, most complex accounts.

Requirements

• 7+ years of experience in Customer Success, Technical Account Management or related customer-facing roles, including 2+ years managing high-performing customer-facing teams.
• Proven experience supporting large global enterprise accounts, with demonstrated success driving complex, multi-stakeholder relationships in a cybersecurity, SaaS or enterprise software environment.
• Strong knowledge of cybersecurity, identity and access management or enterprise SaaS/software platforms.
• Proven track record of driving customer value, adoption and retention in large, complex enterprise environments.
• Ability to navigate and influence executive-level conversations within highly regulated or mission-critical industries (e.g., financial services, healthcare, public sector).
• Excellent communication and presentation skills with a passion for simplifying complex concepts for a range of audiences.
• Expertise with Customer Success platforms (e.g., Gainsight), CRM tools and data-driven decision-making.
• Bachelor’s degree in a related field; technical certifications and advanced degrees are a plus.

Responsibilities

• Lead and Develop a High-Performing Team: Manage, mentor and coach a team of Customer Success Managers, fostering professional growth and ensuring performance excellence leading to high customer engagement and long-term retention.
• Own Strategic Customer Outcomes: Oversee onboarding, adoption and health of key accounts with a focus on long-term value realization and customer satisfaction to ensure value realization across your team’s portfolio.
• Establish Executive Relationships: Engage with senior customer stakeholders and executives to promote strategic partnerships, positioning CyberArk as a trusted advisor.
• Operational Excellence: Measure team effectiveness using customer health metrics and KPIs; proactively address risks and work with cross functional teams to remove roadblocks ensuring successful outcomes.
• Cross-Functional Collaboration: Partner with Sales, Renewals, Product Management, Support and Services teams to align on customer goals, provide feedback loops and drive continuous improvement.
• Customer Advocacy and Voice: Champion the voice of the customer with the appropriate internal stakeholders to influence CyberArk’s product roadmap, support services and go-to-market strategies.
• Tool and Process Optimization: Use data and tools (e.g., Gainsight, Tableau) to make informed strategic decisions, drive team effectiveness and track customer KPIs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees