Customer Success Manager Jobs

About The Position

Requirements

• At least 2 years of experience in customer success, technical account management, or a similar post-sale role managing enterprise customers.
• Track record of driving product adoption and demonstrating measurable customer outcomes.
• Experience building and managing success plans and using health scoring and usage data to identify and mitigate account risk.
• Experience leading success reviews and building credibility with senior stakeholders.
• Experience managing escalations, de-escalating customer concerns, and driving cross-functional actions through resolution.
• Ability to manage a portfolio of strategic accounts and prioritize effectively in a fast-paced environment.
• Excellent written and verbal communication skills, including the ability to translate technical detail into business value.
• Proactive approach to anticipating risk and acting before issues escalate.

Nice To Haves

• Cybersecurity experience, ideally in privileged access management or identity security, and knowledge of BeyondTrust products.
• Background in customer success, technical customer success, technical presales, technical account management, or professional services.
• Awareness of cybersecurity and software trends.
• Experience with Salesforce, Gainsight, and Microsoft Office.

Responsibilities

• Agree measurable business outcomes and success criteria with customers; establish baselines, track progress, and report evidence of value delivered.
• Build and manage outcome-based success plans for each account, with milestones and owners across the customer journey; monitor progress and escalate when delivery is off course.
• Drive adoption of purchased capabilities in line with customer entitlement, using usage data to identify unrealized value and collaborating with customer teams to improve product use.
• Own account health by monitoring usage, sentiment, engagement, and delivery signals; identify and diagnose risks, lead remediation plans, and track actions through completion.
• Keep account risks, actions, and progress visible to the account team.
• Lead success reviews with executive sponsors covering outcomes, usage, risk, and roadmap fit; build ROI cases customers can use internally.
• Share account health, risk, and value insights with Sales and Renewals to inform renewal and expansion conversations; flag opportunities for the account team.
• Lead cross-functional responses to escalated customer issues and manage executive-level escalations through resolution.
• Coordinate with Services, Education, Technical Account Management, Support, Solution Engineers, Sales, and Renewals to align delivery, technical issues, and commercial activity with customer success plans.
• Provide customer feedback and feature requests to Product with business context; develop referenceable customers and case studies.
• Maintain strong product knowledge and use it to guide customers toward adoption, value realization, and successful outcomes.