Customer Success Manager
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Job Description
Enterprise Customer Success Manager supporting strategic enterprise customers across Northeast US and Canada. Driving long-term partnerships and customer success at AppViewX.
Responsibilities:
- Drive onboarding engagements to ensure rapid time-to-value and successful customer go-live.
- Align customer business objectives with measurable success outcomes, adoption milestones, and operational goals.
- Partner cross-functionally to deliver a seamless onboarding and customer experience.
- Drive platform adoption and customer maturity through strategic guidance, adoption analysis, and value-driven engagement.
- Conduct Monthly and Quarterly Business/Value Reviews (MBRs/QBRs) focused on ROI, business outcomes, and roadmap alignment.
- Lead adoption workshops, enablement sessions, and product demonstrations to accelerate customer success.
- Act as a trusted advisor by helping customers navigate evolving cybersecurity, cryptography, PKI, and compliance trends.
- Proactively identify risks, adoption gaps, and opportunities to improve customer outcomes and platform utilization.
- Build strong executive and operational relationships across enterprise customer organizations.
- Serve as the voice of the customer and a strategic partner throughout the customer lifecycle.
- Drive customer satisfaction, advocacy, and long-term partnership growth through proactive engagement and value delivery.
- Coordinate effectively across Sales, Support, Product Management, and Engineering teams to drive customer success outcomes.
- Manage escalations, feature requests, customer priorities, and success plans with ownership and urgency.
- Maintain strong operational discipline across customer engagement, adoption tracking, and account planning activities.
- Own customer retention, renewal readiness, and overall account health and maintain Annual Recurring Revenue (ARR) while minimizing churn and account downsizing.
- Identify and support upsell, cross-sell, and expansion opportunities aligned to customer business priorities.
Requirements:
- 5+ years of experience in Enterprise Customer Success, Technical Account Management, or strategic post-sales customer engagement within complex enterprise environments.
- Strong understanding of cybersecurity, PKI, Certificate Lifecycle Management (CLM), automation, infrastructure, and enterprise security ecosystems.
- Proven success managing and growing executive relationships across Fortune 500 and large enterprise customers.
- Strong customer advocacy and escalation management capabilities with the ability to influence both technical and business stakeholders.
- Excellent communication, executive presentation, and relationship management skills.
- Ability to lead strategic business reviews, adoption workshops, value realization discussions, and customer enablement engagements.
- Passion for learning emerging technologies, cybersecurity trends, and evolving digital identity landscapes.
- Proven ability to collaborate cross-functionally across Sales, Product, Engineering, Support, and Professional Services organizations.
- Comfortable operating with customers across the Northeast US and Canada region within EST time zones, with flexibility to work in extended time zones to align with the global team.
- Comfortable to travel for strategic customer engagements and executive meetings.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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