Sr. Manager, Customer Success

Proofpoint•Pittsburgh, PA

About The Position

We are seeking a highly motivated Customer Success leader who can manage a small team to drive product adoption, growth, and long-term customer health through our partner and reseller ecosystem . In this role, you’ll collaborate with channel partners to ensure end customers successfully onboard, realize measurable value, and expand their use of our solutions, ultimately leading to renewal and growth. You will act as a strategic advisor and advocate for the Partner to ensure they are bringing all the right resources to keep our customers healthy and growing.

Requirements

7-10+ years in Customer Success, Channel Management, Account Management, or equivalent SaaS experience
Technical knowledge of Cybersecurity products with Proofpoint knowledge being an advantage
Experience working within a partner-led or reseller-driven go-to-market model (preferred)
Ability to build trust quickly with both partners and executive-level customer stakeholders
Strong analytical skills—comfortable interpreting product usage data and customer health signals
Excellent communication, presentation, and facilitation skills
A passion for helping customers achieve outcomes and a mindset for continuous improvement

Responsibilities

Develop a Partner-focused Customer Success Strategy
Build strong relationships with a small group of named Partners and understand the strengths/weaknesses they bring to customer relationships and success
Determine which of our core Customer Success offerings (e.g., Health Checks, CISO decks, value summaries, and Red account support) will provide the greatest lift for end customer renewal rates and can be delivered through (or in partnership with) the Partner
Work with our Partners and external teams to make those services available and evangelize them through regular Partner engagement
Collaborate with the Channels SE team on enablement and messaging to Partners to emphasize how these services fit within the Proofpoint customer lifecycle
Execution and delivery to lift renewals
Create a trusted relationship with GTM teams at our Partners
Ensure that our key Customer Success offers are being regularly delivered to a Partner’s customer base with a focus on upcoming renewal cycles
Advise Partners proactively on where and how to run Customer Success for Proofpoint
Be data driven in how and where you spend your time, working with both Partner teams and end customers that can make a material difference to our company outcomes
Be hyper reactive to customer issues that arise and help Partners get them solved before it creates churn risk in the future
Support partners in business reviews and escalation management
Data and reporting
Closely track execution to be able to report on activities, risks, and outcomes
Forecast retention risks for your Partners 2+ quarters ahead
Cross-Functional Collaboration
Work with Channel Sales teams to align partner strategy, incentives, and execution
Provide structured feedback loops to improve partner programs and the customer lifecycle

Benefits

Competitive compensation
Comprehensive benefits
Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities

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