Global Customer Success Program Manager

We are seeking a dedicated and dynamic individual to join our team as a Customer Success Manager (CSM) Program Manager. In this role, you will not only be responsible for overseeing and managing our customer success program but also directly managing a small team of Customer Success Managers (CSMs). Additionally, you will be engaged with a select group of customers as their dedicated CSM, ensuring their success and satisfaction with our products and services.

Responsibilities:

• Develop and implement a comprehensive customer success program that aligns with the company's objectives and goals.
• Directly manage a small team of Customer Success Managers, providing mentorship, guidance, and support to help them achieve their targets and deliver exceptional service to customers.
• Serve as the primary point of contact for a select group of customers, acting as their dedicated Customer Success Manager and providing personalized support, guidance, and strategic advice.
• Collaborate with cross-functional teams to ensure seamless coordination and alignment between customer success initiatives and broader company objectives.
• Define and track key metrics to measure the success and effectiveness of the customer success program and individual CSM performance.
• Create and deliver customer success initiatives, tailored to the specific needs and goals of each customer segment.
• Proactively identify opportunities for upselling and cross-selling additional products or services to existing customers, working closely with the sales team.
• Act as an escalation point for customer issues and concerns, working closely with internal teams to resolve issues in a timely manner and ensure customer satisfaction.
• Stay up-to-date on industry trends, best practices, and emerging technologies related to customer success and incorporate them into the customer success program and team operations.
• Continuously assess and improve the customer success program and team processes based on feedback, data-driven insights, and industry developments.

Qualifications:

• 4+ years of experience in a technical customer-facing role in an enterprise environment. Example for roles – Customer success, technical account management, professional services, sales engineer or senior support engineer.
• 2+ years of experience in team management role.
• Bachelor's degree in business, marketing, communications, or a related field.
• Proven experience in customer success management or related roles, with a track record of driving customer satisfaction and retention.
• Experience with networking or security products and operations
• Desirable to have experience with CISCO, Palo Alto, Checkpoint, FortiGate and other leading network security vendors. Also desirable is knowledge of Linux, SMTP, and MySQL
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers and internal stakeholders.
• Experience working with cross-functional teams and managing stakeholders at all levels of the organization.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Proficiency in customer success management platforms and tools (Salesforce and Tableau) is a plus.
• Certification in customer success management (e.g., CSPO, CSAP) is desirable.

If you are passionate about helping customers succeed and thrive, we'd love to hear from you! Join us in shaping the future of customer success.