Customer Success Manager

Job Description

The Customer Success Manager (CSM) is a critical role to deliver our next phase of growth in CyberArk. The CSM works with commercial (mid-market) customers and is accountable for ensuring these customers adopt and realize the recurring value from all CyberArk products, Perpetual or Subscription, premise or cloud. You will work closely with Security Engineers, UNIX and Windows admins, teams to implement best in class Access and Identity products from CyberArk. The end results are increased customer satisfaction, value, retention and expansion of the CyberArk security footprint. 

Responsibilities: 

• Own the ultimate responsibility for the customer’s onboarding, adoption and advocacy across a portfolio of customers 

• As part of the role, the CSM manages a higher volume of customers by leveraging data-driven programs to support customers. 

• Partner with the CyberArk Account Team (Account Manager, SA, Training and Enablement) to find opportunities for new usage of CyberArk across organizational functions 

• Cement yourself as a trusted advisor/strategic advisor with customer and drive continued value of our products and services  

• Act as the voice of the customer internally to advocate customer’s needs.   

• Continually measure and monitor Customer Health metrics and KPIs. 

• Proactively identify issues and coordinate with CyberArk teams to proactively remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points. 

Qualifications

• 2+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles 

• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired. 

• Experience with enterprise security products and/or offerings 

• Strong knowledge of cloud architecture as well as on-premise IT landscape 

• Solid understanding of IT security strategies 

• Knowledge of enterprise Directory services (Active Directory, LDAP, Azure etc.), including support and security operations 

• Strong experience with Windows/Active Directory administration, knowledge of UNIX/Linux, databases.  

• Experience with scripting, development, DevOps highly desirable.  

• Experience with cloud technologies such as AWS, Azure, GCP a plus 

• Experience installing and support enterprise software on Windows and UNIX platforms 

• Excellent in business, and written and verbal communication skills