Senior Customer Success Manager

The role

The Senior Customer Success Manager will engage with Critical Accounts to drive customer satisfaction, product adoption, and retention. You will serve as the primary point of contact to manage the customer lifecycle and deliver value realization.

What you will do

• Develop and manage customer portfolio.
• Own and drive the customer lifecycle.
• Drive revenue growth by demonstrating achievement of customer guided value measures.
• Minimize customer churn through success plans and lifecycle management.
• Resolve customer requests and concerns.
• Improve customer experience through data and trend analysis.
• Maintain customer information accuracy.
• Act as a reliable point of contact and brand ambassador.
• Work across departments to ensure customer outcomes.
• Aid in product design and development through customer feedback.

Required qualifications

• 2+ years of proven experience in a customer success position supporting a technical product
• Demonstrable experience onboarding customers, driving adoption and achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products
• Ability to recommend operational best practices and troubleshoot as needed
• Strong organizational skills with experience creating account notes, get-well plans and success playbooks
• 3+ years of experience in IT and network security
• Technical skills to conduct product demos, training and present technical reports
• Experience working with brand image and promoting value through customer experience
• Accountability, personal organization, and ability to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• Leadership and Competency engaging with CxO to technical staff

Nice to have

• OT experience is a plus
• Previous experience in a TAM or SE role is highly valuable

Benefits

• Health & Wellness
• Financial
• Work-Life Balance
• Unparalleled Flexible Time-Off

Before you apply

• Successful candidates will be subjected to background verification checks.

About the company

Nozomi Networks is the leader in OT and IoT Cybersecurity. They protect critical infrastructure, industrial and government organizations from cyber threats.