|部署・役職名||Customer Success Manager|
日本法人でCustomer Success部門を立ち上げていく 遣り甲斐あるポジションです
About the Role
Our Customer Success team is critical to our success and mission.
As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer experience in the cybersecurity industry.
As a Customer Success Manager, you are a critical part of our customers’ adoption of our security products. You act as their day－to－day contact, establishing relationships with them to ensure standard methodologies for their secure environments. You'll guide them for quick and consistent adoption, accelerated integrations with new cloud security products, and real－time support and strategy. You have in－depth knowledge of indicators of success, bringing to bear data and your analytical aptitudes to guide changes, updates, and improvements.
You will work closely with CISOs, security architects, security engineers, and development operations teams within mid－to－large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.
Lead client's onboarding experience, adoption, and expansion across a range of relationships
Develop a positive relationship with customer shareholders, channel partners, and executive sponsors to drive product adoption
Be a customer advocate in influencing product roadmap and improvements
Coach customers on how to establish and implement their cloud security change management, governance, and center of excellence programs
Identify and advance risks to the customer and support team to achieve client success
Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
Address and associate business benefits to align with emerging and evolving needs
Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns
Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross－sell lead identification, reference－ability, renewal likelihood, adoption, consumption, and customer engagement
Use key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above
Fixed Salary 11M 以上＋ ボーナス
3－5 years working in pre－sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
Experience working with Cloud platforms （Amazon Web Services, Google Cloud Platform, Azure） and in cybersecurity
Previous experience with a SaaS solutions company and/or an enterprise software company
Strong consulting and project management skills, with validated results working as a reliable advisor to drive business value for customers
Highly data－driven with a dedication to following the process
Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
Ability to multi－task and work in a dynamic environment with constant change to address emerging security risks and challenges
Flexibility for travel up to 25％ of your time
Our mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID－19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.
The world has fundamentally changed. We are growing from 250 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper－organized, fanatical about seeing things through to completion, service－oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.
We are well－funded for growth and our investors are second to none. They include Vista Equity Partners （“Vista”）, General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.