Enterprise Customer Success Manager
Core
Cultivate essential relationships with enterprise customers to ensure seamless onboarding, successful adoption, and retention of CyberArk security platform solutions.
Role type
Enterprise Customer Success Manager
Builds
Customer success plans, adoption metrics, and retention strategies for enterprise security software
Domain
Cybersecurity / Identity and Access Management (IAM)
Deliverable
client delivery
Required skills
Enterprise customer relationship management, quarterly business review (QBR) execution, contract renewal management, upsell/cross-sell identification, security concepts and frameworks, enterprise directory services (Active Directory, LDAP, Azure), Windows/Active Directory administration, UNIX/Linux administration, database knowledge, cloud technologies (AWS, Azure, GCP)
Preferred skills
CyberArk Software solutions experience, security management, identity management (IAM), systems management, policy management, scripting, development, DevOps principles, IT Security certifications
Technologies
CyberArk, Active Directory, LDAP, Azure, Windows, UNIX, Linux, databases, AWS, Azure, GCP
Responsibilities
Establish and nurture trusted advisor relationships with customers and partners; serve as primary point of contact for complex customer relationships spanning multiple products and regions; define, create, and review criteria for success; conduct quarterly business reviews (QBRs); monitor and track product adoption rates; develop and implement success plans for increasing adoption and mitigating risk; manage contract renewals and identify upsell/cross-sell opportunities; monitor customer support tickets for SLA adherence
Seniority
Mid-Senior, hands-on IC