Hybrid Customer Success Manager

at Proofpoint

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security
• Location requirements: Hybrid, Pittsburgh, United States

About the role

• Customer Success Manager ensuring customers realize the full value of Proofpoint's cybersecurity solutions. Advocating for customer needs and guiding best practices in a fast-paced environment.

Responsibilities

• Meet regularly with customers for health checks or other relevant engagements to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.
• Analyze various sources of telemetry data to identify target customers for outreach activities, focused on driving customer adoption of product features and best practices.
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful.
• Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
• Engage with appropriate internal team members from cross functional groups such as Sales, Engineering, Support, and Professional Services.
• Develop and oversee individual strategies to help meet Proofpoint’s customers’ requirements for success.
• Guide the customer in best practices to incorporate those strategies into their business/technical plans.

Requirements

• Customer Success Management or post-sale Account Management experience in a SaaS organization.
• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced.
• Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results.
• Proven ability to influence colleagues and customers to act in high impact situations.
• Ability to effectively communicate and present technical information to both technical & non-technical audiences.
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership.
• Ability to work independently and ability to adapt quickly with a positive attitude.
• Desired: 4-year college degree in a business area, technical area or equivalent.
• Previous experience in professional services, sales engineering, senior support engineering, or other customer facing role with exposure to multiple technology areas.
• Previous experience in Cyber Security, Enterprise or SaaS.

Benefits

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities