Senior Customer Success Manager

Role overview

Responsibilities

• Develop and manage a customer portfolio and own the customer lifecycle.
• Drive revenue growth through customer-guided value measures and reduce churn through success plans.
• Resolve customer requests and concerns and improve customer experience.
• Analyze customer data and trends and provide reporting for engagement strategies.
• Maintain accurate customer records for internal stakeholders.
• Coordinate across departments to deliver customer visibility and outcomes.
• Share customer feedback to support product design and development.
• Help create training materials and improve tutorials and communication infrastructure.

Required experience and capabilities

• Have 4 or more years of customer success experience supporting a technical product.
• Demonstrate customer onboarding, product adoption, and business-outcome delivery experience.
• Have 3 or more years of IT and network security experience.
• Understand customer concerns, recommend operational practices, and troubleshoot as needed.
• Create and maintain account notes, get-well plans, and customer success playbooks.
• Conduct product demonstrations and training and present technical reports to customers.
• Communicate effectively through technical reports and executive-level presentations.
• Engage stakeholders ranging from CxO leaders to technical staff.
• Analyze and optimize Customer Success processes.

Preferred experience

• OT experience is a plus.
• Previous Technical Account Manager or Sales Engineer experience is highly valuable.

Core skills

• Technical product customer success and account management.
• IT and network security knowledge.
• Customer lifecycle management, retention, and value realization.
• Product demonstrations, training, technical reporting, and executive presentations.
• Data analysis, process optimization, organization, and multitasking.

Benefits

• Benefits are customized by country and include health and wellness, financial, work-life balance, and flexible time off.

Hiring process

• Successful candidates will undergo background verification checks.