Senior Customer Success Manager

Now is an amazing time to join the company as we build the future of OT and IoT cybersecurity.

We defend some of the world’s largest organizations and critical infrastructure in more than 68 countries and we’re just getting started. Our AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.

As we expand our product portfolio and global presence, our Customer Success department is hiring a Senior Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.

For the right candidate, this is a career-defining opportunity to join the company at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.

If this sounds like you, read on. You could be the next "Nozomier"!

In this role, you will

• Develop and manage customer portfolio.

• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.

• Drive revenue growth by demonstrating successful achievement of customer guided value measures

• Minimize customer churn through customer success plans and customer lifecycle management.

• Resolve customer requests and concerns ensuring improvements to customer experience.

• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.

• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.

• Be a reliable point of contact and brand ambassador for the company and its products.

• Work across departments ensuring proper customer visibility and outcomes are met.

• Aid in product design and product development through customer feedback.

• Assist in creating training courses and educational materials for other members of the department.

• Evaluate and improve tutorials and other communication infrastructure.

To be successful in this opportunity, you will have

• 4+ years of proven experience in a customer success position supporting a technical product

• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes

• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.

• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks

• 3+ years of experience in IT and network security (OT experience is a plus)

• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered

• Previous experience in a TAM or SE role is highly valuable

• Experience working with brand image and promoting value through customer experience

• Accountability, personal organization, and ability to multi-task.

• Self-driven and proactive nature.

• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations

• Leadership and Competency engaging with CxO to technical staff.

• Experience analyzing and optimizing processes in the Customer Success department.

• Patient and active listener.

• Passion for service.

customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.

For the right candidate, this is a career-defining opportunity to join the company at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.

If this sounds like you, read on. You could be the next "Nozomier"!

In this role, you will

• Develop and manage customer portfolio.
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
• Drive revenue growth by demonstrating successful achievement of customer guided value measures
• Minimize customer churn through customer success plans and customer lifecycle management.
• Resolve customer requests and concerns ensuring improvements to customer experience.
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.
• Be a reliable point of contact and brand ambassador for the company and its products.
• Work across departments ensuring proper customer visibility and outcomes are met.
• Aid in product design and product development through customer feedback.
• Assist in creating training courses and educational materials for other members of the department.
• Evaluate and improve tutorials and other communication infrastructure.

To be successful in this opportunity, you will have

• 2+ years of proven experience in a customer success position supporting a technical product
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience
• Accountability, personal organization, and ability to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff.
• Experience analyzing and optimizing processes in the Customer Success department.
• Patient and active listener.
• Passion for service.

Core Competencies

• Active Listening and Communication
• Business Insight and Acumen
• Drive for Results (Get things done)
• Emotional Intelligence (EQ), Interpersonal skills and Empathy
• Objection Handling, Influencing and Negotiation
• Planning & Organizing
• Professional & Technical Expertise
• Relationship Building and Customer Focus
• Resilience and Adaptability
• Solution Orientated Mindset
• Teamwork, Collaboration and Cultural Alignment

Who we are and what we stand for

The company is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. If you like a challenge, and value integrity and customer success, we invite you to help the company build the future of OT and IoT cybersecurity.

Diversity, Inclusion and Belonging are part of our core beliefs, at the company. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.

Our Global Benefits

All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:

• Health & Wellness

• Financial

• Work-Life Balance

• Unparalleled Flexible Time-Off

Need to know information

Successful candidates will be subjected to background verification checks.

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