Description:
Customer Success Manager Summary
The Customer Success Manager is responsible for the day to day management of assigned customer accounts. This includes working closely with sales teams, professional services, technical support, sales operations, and product management to understand and resolve customer issues. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate how Delinea supports achievement of customers’ strategic goals.
What You’ll Do
- Be the client advocate and product specialist for assigned customers.
- Develop and implement scalable methods for communicating best practices to customers.
- Identify at-risk accounts and take appropriate action and/or escalate as needed.
- Conduct proactive outreach to anticipate customer needs, provide timely guidance, and strengthen engagement before issues arise.
- Coordinate resources by identifying, updating, and organizing the necessary materials and support to ensure successful project execution.
- Work with professional services, technical support, and regional sales teams to ensure smooth onboarding of new customers.
- Regularly monitor customer health and communicate results with regional sales, support, and renewals teams.
- Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders.
- Work closely with customers on renewal during the Customer Journey for optimal retention.
- Create direct relationships with sales teams to drive expansions.
- Review client requests with technical support, product management, and regional sales teams and escalate as necessary.
- Schedule and conduct regular reviews with customers and communicate results.
- Develop, prepare, and nurture customers for advocacy.
- Be responsible for ongoing customer communication regarding introductions, announcements (e.g., upcoming features & products), and events such as user conferences and webinars.
What You'll Bring
- BA/BS preferred or equivalent experience
- 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
- Knowledge of privilege access management and cybersecurity best practices
- Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
- Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions
- Competency with Salesforce and Customer Success Management platforms
- Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment
- Excellent verbal and written communication skills
Bonus If You Have
- Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc.