Customer Success Manager
Role Overview
Manage Seclore's largest and most strategic customer accounts.
Drive customer success, retention, and account growth by helping customers achieve expected business outcomes with Seclore solutions.
Act as a trusted advisor and customer advocate while coordinating internal teams around evolving customer needs.
Success is measured through customer satisfaction, value realization, loyalty, and customer advocacy.
Key Skills for This Role
Full Job Posting
Role overview
Manage Seclore's largest and most strategic customer accounts.
Drive customer success, retention, and account growth by helping customers achieve expected business outcomes with Seclore solutions.
Act as a trusted advisor and customer advocate while coordinating internal teams around evolving customer needs.
Success is measured through customer satisfaction, value realization, loyalty, and customer advocacy.
What you will do
- Establish critical customer goals and KPIs and support customers in achieving them.
- Lead strategic and operational discussions with assigned customers to assess needs and direction.
- Lead discovery sessions with IT and business users on use cases, objectives, and system or application needs.
- Design solutions using Seclore product features and related technologies.
- Create business cases, usage scenarios, solution blueprints, FAQs, and meeting notes.
- Support project milestones including production go-live, UAT sign-off, and initial rollout.
- Serve as a trusted advisor on customer deployments and strategic business direction.
- Present product value and features to executive, technical, and functional stakeholders.
- Optimize customer deployments using best practices and maintain relationships across customer organizations.
- Coordinate account plans, adoption, issue resolution, product feedback, renewals, upsell, and cross-sell opportunities.
- Build and nurture a customer success team in the future.
Skills and experience
- 8+ years of end-to-end customer relationship experience, preferably in SaaS.
- Experience with software application deployment, strategic advisory, account management, or customer success management.
- Proven success managing customer relationships and delivering results, with a strong consulting background.
- Ability to build trusted relationships with executives, IT, information security, and functional teams.
- Ability to build and sell business cases and lead cross-functional business and technical teams.
- Strong organization, project management, time management, communication, and technology-to-business explanation skills.
- Strong understanding of business processes and enterprise application implementation.
- Experience with endpoint security products including DLP, classification, and DRM.
- Bachelor's degree in technology, business, or a related field.
- Ability to travel more than 60% of the time.
- Business process management expertise in government, banking, financial services, insurance, or manufacturing is ideal.
Preferred experience
- An MBA is preferred.
- Experience with a major systems integrator or in a customer success function is preferred.
- Experience with SaaS or subscription solution offerings is a plus.
- Knowledge of information cybersecurity is a plus.
About Seclore
Seclore provides data security intelligence solutions that help enterprises secure sensitive data as it moves and adopt AI safely.
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