Staff Customer Success Manager

Accountabilities

• Manage post-sales relationships across a portfolio of high-value enterprise accounts, acting as the primary customer advocate and strategic point of contact.

• Partner with customers and internal service teams to define success criteria, establish onboarding plans, and align customer goals with product capabilities.

• Drive product adoption among key stakeholders through structured engagement, regular meetings, customer health checks, Quarterly Business Reviews, and product roadmap discussions.

• Demonstrate ongoing customer value by identifying opportunities to improve adoption, strengthen relationships, and support long-term retention.

• Proactively identify risks, resolve obstacles, and use customer health indicators and success management tools to monitor account status and engagement.

• Maintain accurate, detailed records of customer interactions, account health, risks, and success plans to support visibility and coordinated action.

• Collaborate with Sales, Renewals, Support, Services, and Product teams to deliver effective customer outcomes and manage escalations through timely resolution.

• Coordinate internal resources and communicate customer needs to relevant stakeholders to ensure a consistent, high-quality experience.

• Gather customer feedback and share relevant insights with internal teams to support product improvements and evolving customer requirements.

• Travel when required to support strategic customer relationships and key business engagements.

Requirements:

• Extensive experience in customer success, particularly managing complex enterprise accounts and building trusted relationships with senior stakeholders.

• A proven track record of supporting large organizations, ideally those with more than 20,000 employees, while managing expectations and maintaining high levels of customer satisfaction.

• Strong customer advocacy skills and a genuine commitment to helping customers achieve meaningful outcomes.

• Solid technical aptitude and the ability to understand complex challenges, explain solutions clearly, and provide practical, best-practice guidance.

• Excellent written and verbal communication skills, with the ability to adapt messaging to different audiences, cultures, and stakeholder groups.

• Strong analytical thinking, attention to detail, and the ability to identify customer risks and opportunities using data and account health indicators.

• A proactive, self-directed working style, with the ability to prioritize competing needs and operate effectively without constant supervision.

• Experience using customer success management platforms such as Totango, or comparable tools, and Salesforce is an advantage.

• Experience in cybersecurity or familiarity with security concepts, technologies, and industry terminology is desirable.

• A collaborative mindset and the ability to work effectively across sales, technical, support, and product teams.

• A commitment to continuous learning and an interest in applying AI tools and emerging technologies to improve customer outcomes.

Benefits:

• Restricted Stock Units (RSUs), subject to applicable eligibility and plan terms.

• Employee Stock Purchase Plan (ESPP).

• Competitive leave benefits.

• Gender-neutral parental leave.

• Medical and insurance benefits.

• Employee Assistance Program (EAP).

• Global home office allowance.

• Internet and mobile phone allowance.

• Flexible benefits allowance.

• The opportunity to contribute to innovative AI-driven cybersecurity solutions with meaningful customer and business impact.

• A collaborative, globally connected environment that encourages learning, innovation, and professional development.