Enterprise Customer Success Manager
New
B
BeyondTrustCybersecurity SaaS
Remote Canada | Remote United StatesFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 2+ years in customer success, technical account management or a similar post-sale role, managing enterprise customers.
- Required Skills
- CybersecuritySalesforceCustomer Success
Requirements
- Have 2+ years of experience in customer success, technical account management, or a similar post-sale role managing enterprise customers.
- Demonstrate a track record of driving product adoption and measurable customer outcomes.
- Have experience building and running customer success plans.
- Have experience using health scoring and usage data to identify and mitigate account risk.
- Have experience leading success reviews and building credibility with senior stakeholders.
- Have experience managing escalations, de-escalating customer concerns, and driving cross-functional actions through resolution.
- Be able to manage a portfolio of strategic accounts and prioritize effectively in a fast-paced environment.
- Communicate effectively in writing and verbally, including translating technical detail into business value.
- Take a proactive approach to anticipating risk and acting before issues escalate.
- Cybersecurity experience, ideally in privileged access management or identity security, and knowledge of BeyondTrust products, is a plus.
- Experience with Salesforce, Gainsight, and Microsoft Office is a plus.
Responsibilities
- Agree measurable business outcomes and success criteria with customers, track progress, and report evidence of value delivered.
- Build and manage outcome-based success plans with milestones and owners across the customer journey.
- Use usage data to identify unrealized value and drive product adoption across customer teams.
- Monitor account health, identify risks, and own remediation plans through resolution.
- Lead success reviews with executive sponsors and build ROI cases customers can use internally.
- Share account health, risk, and value insights with Sales and Renewals to support renewal and expansion conversations.
- Lead cross-functional responses to escalated customer issues and manage executive-level escalations through resolution.
- Coordinate with Services, Education, Technical Account Management, Support, Solution Engineers, Sales, and Renewals.
- Share customer feedback and feature requests with Product, and develop referenceable customers and case studies.
View Full Description & ApplyYou'll be redirected to the employer's site
