Senior Manager, Customer Success (Enterprise)

What You Will Do

- Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value.

- Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team.

- Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints.

- Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set.

- Help optimize the Customer Success operational platform to improve processes and effectiveness of the team.

- Work closely with associated roles across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience.

- Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.

- Analyse customer data to improve the experience and articulate value.

What You Will Bring

- 5+ years of experience managing a team

- 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company.

- Cybersecurity experience a must

- Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment

- Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements.

- A passion for teaching, developing, and growing others

- Strong customer-facing, cross-functional, relationship-building skills

- Ability to identify, analyze and find creative solutions to complex problems

- Capable of handling competing priorities and projects in a fast-paced environment

- High energy, self-starter comfortable with ambiguity in entrepreneurial environments

- Ability to identify bottlenecks within internal processes, and recommend solutions

- Must be willing to travel 25%