Senior Customer Success Manager
About The Position
Nozomi Networks is hiring a Senior Customer Success Manager to engage with and build meaningful relationships with critical accounts, driving customer satisfaction, successful product use, and retention. The role serves as the primary point of contact for key customers, understands their success criteria, drives adoption and value realization, addresses questions, resolves issues, and acts as a trusted customer advocate. The Customer Success Manager owns the customer lifecycle and portfolio, protects and nurtures customer relationships, drives revenue growth through customer-guided value measures, and minimizes churn. The role also analyzes customer data and trends to improve experience and engagement, maintains accurate customer records, coordinates across departments, and shares customer feedback to inform product design and development. Additional duties include helping create training materials for department members and improving tutorials and other customer communication resources.
Requirements
- At least 4 years of experience in a customer success position supporting a technical product.
- Demonstrable experience onboarding customers, driving product adoption, and consistently achieving business outcomes.
- Deep understanding of customer concerns about product use, ability to recommend operational best practices, and ability to troubleshoot as needed.
- Strong organizational skills and experience maintaining account notes and developing and executing get-well plans and customer success playbooks.
- At least 3 years of experience in IT and network security.
- Technical ability to conduct product demos and training and present technical reports to customers while articulating delivered value.
- Experience promoting brand image and value through customer experience.
- Accountability, personal organization, and ability to multitask.
- Self-driven and proactive approach.
- Excellent communication and interpersonal skills, including the ability to deliver technical reports and executive-level presentations.
- Ability to engage stakeholders from CxOs to technical staff.
- Experience analyzing and optimizing Customer Success department processes.
- Patient and active listener with a passion for service.
Nice To Haves
- OT experience.
- Previous experience in a TAM or SE role.
Responsibilities
- Develop and manage a customer portfolio.
- Own and drive the customer lifecycle, protecting and nurturing customers and delivering exceptional service.
- Drive revenue growth by demonstrating achievement of customer-guided value measures.
- Minimize customer churn through customer success plans and lifecycle management.
- Resolve customer requests and concerns to improve the customer experience.
- Use data and trend analysis to improve customer experience and inform customer and internal communication and engagement strategies.
- Maintain accurate customer information for internal stakeholders.
- Serve as a reliable point of contact and brand ambassador for Nozomi Networks and its products.
- Work across departments to ensure customer visibility and outcomes.
- Provide customer feedback to support product design and development.
- Help create training courses and educational materials for department members.
- Evaluate and improve tutorials and other communication infrastructure.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k) plan with employer matching
- Flexible paid time off
- Paid holidays
- Paid parental leave
- Country-customized health and wellness, financial, and work-life balance benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
