Senior Manager, Customer Success Management - West/Pacific

At least 5+ years of proven experience in a leadership role, with a strong background in people management. Experience in Cybersecurity, DevOps, or an adjacent space. Bachelor’s degree in a relevant field; advanced degree preferred. Demonstrated success in building and scaling CSM functions. In-depth knowledge of project management methodologies and practices. Excellent communication and interpersonal skills.

Build, lead, and mentor a team of CSMs. Develop and execute the overall strategy for Customer Success. Drive the creation of customer engagement strategies. Ensure a thorough grasp of adoption metrics and devise plans for mitigating churn risk and promoting account expansion. Conduct account deep dives to drive adoption and account level objectives. Take charge in resolving escalated account issues and provide leadership support. Build strong client relationships at the Executive level. Serve as the voice of the customer within the organization. Collaborate with GTM, Product, and Engineering teams to drive adoption, customer retention, and growth. Utilize insights from customer adoption data to develop precise renewal forecasts. Implement and refine operational processes to enhance efficiency. Monitor industry trends and best practices.