Sr. Customer Success Manager

About This Role

Ensure customers realize the full value of their purchased products and services, maximizing renewals and add-on transactions for a human-centric cybersecurity leader.

Responsibilities

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor
• Create and maintain Customer Success Plans (CSP) for each customer, aligning with strategic goals and securing approval from decision-makers
• Meet regularly with customers for health checks to review product adoption and provide actionable guidance
• Act as a relentless advocate for customers to ensure successful Proofpoint deployments
• Gather and provide structured customer feedback to product management, acting as the voice of the customer
• Identify At Risk customers and lead cross-functional efforts to get them back on track
• Engage cross-functional groups (Sales, Marketing, Engineering, Support, Professional Services) to address churn and dissatisfaction
• Learn and document customer environments to ensure success with current tech stack and identify new solution opportunities

Requirements

• 4-year college degree in a business area, technical area or equivalent
• 5 to 10+ years of industry leadership experience in customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas
• Thorough knowledge of customer success principles and rationale for related behavior
• Current knowledge of Proofpoint products or similar and proven curiosity to learn configure flagship products in best practice
• Ability to articulate customer business requirements and serve as the customer voice internally, anticipating customer needs
• High level of engagement with customers and colleagues, managing interactions professionally with a focus on mutual positive results
• Proven ability to influence colleagues and customers to act in high impact situations
• Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
• Current knowledge of cybersecurity solutions and productivity suites
• Proven ability to effectively lead in a team environment as well as independently pioneer new processes
• Ability to identify company needs for customer initiatives and lead those initiatives across internal teams
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership
• Evidence of pristine documentation, executive communications, white papers, etc.
• Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
• Ability to think innovatively, strategically and deliver tactically; evidence of strategic and tactical success
• Ability to work independently, adapt quickly, positive attitude

Qualifications

• 4-year college degree in a business area, technical area or equivalent
• 5 to 10+ years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas

Skills

* Required skills

Benefits