Senior Customer Success Manager

As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.   

For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.  

If this sounds like you, read on. You could be the next "Nozomier"!  

In this role, you will:  

• Develop and manage customer portfolio.  
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.   
• Drive revenue growth by demonstrating successful achievement of customer guided value measures  
• Minimize customer churn through customer success plans and customer lifecycle management.  
• Resolve customer requests and concerns ensuring improvements to customer experience.  
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.   
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.  
• Be a reliable point of contact and brand ambassador for Nozomi and its products.   
• Work across departments ensuring proper customer visibility and outcomes are met.  
• Aid in product design and product development through customer feedback.  
• Assist in creating training courses and educational materials for other members of the department.  
• Evaluate and improve tutorials and other communication infrastructure.  

To be successful in this opportunity, you will have:  

• 4+ years of proven experience in a customer success position supporting a technical product  
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.  
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience  
• Accountability, personal organization, and ability to multi-task.  
• Self-driven and proactive nature.  
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff.  
• Experience analyzing and optimizing processes in the Customer Success department.  
• Patient and active listener.  
• Passion for service.  

Core Competencies:

• Active Listening and Communication
• Business Insight and Acumen
• Drive for Results (Get things done)
• Emotional Intelligence (EQ), Interpersonal skills and Empathy
• Objection Handling, Influencing and Negotiation
• Planning & Organizing
• Professional & Technical Expertise
• Relationship Building and Customer Focus
• Resilience and Adaptability
• Solution Orientated Mindset
• Teamwork, Collaboration and Cultural Alignment

Nozomi Networks is committed to fair and equitable compensation practices. The base pay scale for this position is $97,589 - $131,840. This is the range the company reasonably and in good faith expects to pay for the position taking into account factors including job-related knowledge, skillset, experience, education and training, certifications, and other relevant business factors. Applications outside the range are welcome to apply.

Additional Compensation and Benefits: The company also offers a wide range of competitive benefits, including medical, dental, vision, life insurance, and disability insurance for eligible employees. 

In addition, eligible employees are able to enroll in a 401(k) plan along with the employer matching program. Nozomi Networks also offers eligible employees flexible paid time off, paid holidays and paid parental leave.