Senior Enterprise Customer Success Manager

What You Will Do

The Enterprise Customer Success Manager has a critical role in delivering our next phase of growth in CyberArk. You will work with mid-to-large enterprise customers and are accountable for ensuring these customers adopt and realize the recurring value from all CyberArk products, Perpetual or Subscription, premise, or cloud. You will work closely with Directors/Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best-in-class Access and Identity products from CyberArk. The end results are increased customer satisfaction, value, retention, and expansion of the CyberArk security footprint. You will bring to the table best practices, innovations, and capabilities as the regional change agent for both internal and external stakeholders.

• Own and oversee for the customer’s onboarding, adoption, and advocacy across a portfolio of customers.
• Work with the customer to build success plans, establish critical goals, to aid the customer in achieving their objectives.
• Design and execute a value roadmap for your customers
• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, review executive dashboards, and program status.
• Cement yourself as a trusted advisor/strategic advisor with customers and drive the continued value of our products and services.
• Partner with CyberArk Account Team (Account Manager, SA, Training, and Enablement) to find opportunities for new usage of CyberArk across organizational functions.
• Act as the voice of the customer internally to advocate customer’s needs.
• Engage proactively with the customer at every step of the journey of the customer with CyberArk products.
• Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with CyberArk teams to proactively remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.
• Identify areas for improvement in the customer experience, both in our product and processes.
• Advisor and guide to the Regional Sales Team on key customer renewal and expansion opportunities under the region
• Be the mentor for others in the team to help them achieve professional development

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Requirements

What You Need To Succeed

• 8 years relevant work experience in customer success, consulting, post-sales technical account management and similar roles
• Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
• Previous experience with a SaaS IAM solutions company and/or an enterprise software company highly desired
• Experience with enterprise security products and/or offerings
• Strong knowledge of cloud architecture as well as on-premise IT landscape
• Solid understanding of IT security strategies