Customer Success Manager

• Guide new customers through the onboarding process using standardized playbooks and automation tools.

• Conduct group webinars and training sessions to enable customers to maximize product value.

• Serve as the primary point of contact for assigned accounts, ensuring proactive communication and engagement.

• Regularly update customers on new features, enhancements, and best practices to drive value realization.

• Customer Escalation Management Ability to manage customer complaints or escalations efficiently while maintaining positive customer relationship.

• Monitor customer usage and health metrics to identify adoption trends and proactively address risks.

• Provide strategic recommendations and customized guidance to ensure customers achieve their desired outcomes.

• Drive customer renewals by building trust and delivering value consistently.

• Identify upsell and cross-sell opportunities to drive additional growth.

• Work closely with Success Architects to address technical challenges and ensure seamless support.

• Provide feedback to internal teams (Product, Sales, and Engineering) to shape the roadmap and improve customer experience.

• Minimum 8 years in a customer-facing role, preferably in Customer Success, Account Management, or Technical Support.

• Previous experience supporting enterprise or strategic accounts in software or cloud security is highly desirable.

Skills & Knowledge:

• Familiarity with DevOps, cloud security, and Linux systems is a plus.

• Proficiency in customer success tools (eg, Planhat, Gainsight, Totango) and CRM platforms.

• Strong problem-solving and analytical skills to identify and address customer challenges.

• Data Driven Decision making : expertise in utilizing data to measure customer health and satisfaction.

Communication & Teamwork:

• Excellent verbal and written communication skills with a customer-first approach.

• Ability to work in a dynamic, team-oriented environment while tackling complex challenges.

Global Support & Flexibility:

• Flexibility to work across time zones to support global customers, in America, EMEA and APJ.

• Ability to manage multiple accounts and prioritize tasks effectively