Customer Success Manager

The role

The Customer Success Manager will engage with Critical Accounts to drive customer satisfaction, product use, and retention. You will serve as the primary point of contact to understand success criteria, drive adoption, and resolve issues.

What you will do

• Develop and manage customer portfolio.
• Own and drive the customer lifecycle.
• Drive revenue growth by demonstrating successful achievement of customer guided value measures.
• Minimize customer churn through customer success plans and customer lifecycle management.
• Resolve customer requests and concerns.
• Improve customer experience through data and trend analysis.
• Maintain customer information accuracy.
• Be a reliable point of contact and brand ambassador.
• Work across departments to ensure customer outcomes are met.
• 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 consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security
• Technical skills to conduct product demos, training and present technical reports to customers
• 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
• Experience analyzing and optimizing processes in the Customer Success department

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.