Customer Success Manager
Posted on 3/20/2023

501-1,000 employees

Security platform for the cloud
Company Overview
Lacework's mission is to become the security platform for the cloud. The company focuses on building modern, robust security infrastructure at scale.
United Kingdom
Experience Level
Desired Skills
Development Operations (DevOps)
Google Cloud Platform
Microsoft Azure
DevOps & Infrastructure
Software Engineering
  • Minimum 5 years work experience in technical account management, product and adoption focused customer success, within the security and/or cloud computing domains
  • Hands-on experience with platforms built on Public and Private Clouds (AWS, GCP or Azure). Cloud Certifications are a plus
  • Familiarity with concepts of Enterprise security and compliance frameworks
  • Familiarity of Infrastructure Automation tool concepts (Terraform, Cloudformation, Ansible etc)
  • Demonstrable results working as a trusted advisor to drive business value for customers
  • Strong project management skills, ability to multi-task and work in a dynamic environment
  • Handling customer escalations, managing customer expectations, and driving successful resolutions
  • Excellent problem solving and analytical skills
  • Bachelor's Degree and/or equivalent work experience preferred
  • Develop a deep understanding of the Lacework platform, cloud environments, security best practices and the DevOps world in which our customers operate
  • Drive customers onboarding (kickoff, technical implementation, product overview, …) for our assigned customers
  • Develop a comprehensive understanding of the business challenges facing your customers and how Lacework solves those challenges
  • Run 1:1 success sync with larger customers on a bi-weekly or monthly basis to share best practices & to present new features relevant to the customer use cases
  • Detect upsell opportunities in the accounts & work with RSM/SE to close it
  • Work with experts within Customer Success, Technical Support, Product Management and Engineering to solve customer issues
  • Collect feature requests with customers and feed that back to the Product Management team
  • Monitor and drive key performance metrics such as Adoption, Value Realization, Consumption, Customer Engagement & Satisfaction