Customer Success Manager
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Job Description
Customer Success Manager managing client relationships and advocating for Delinea's cybersecurity solutions. Collaborating with various teams to ensure customer satisfaction and retention.
Responsibilities:
- 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
- Deliver remote services to new and existing customers including: software installation and configuration, onboarding, and training
- Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers
- Regularly monitor customer health, and communicate results with regional sales team, support and renewals team
- Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders
- Work closely with renewals teams to drive renewals and with sales teams to drive expansions
- Review client requests with technical support, product management and regional sales team and escalate as necessary
- Schedule and conduct regular reviews with customers and communicate results
- Develop, prepare, and nurture customers for advocacy
- Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, webinars, etc.
Requirements:
- BA/BS degree 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
- Knowledgeable in privilege access management and cybersecurity best practices
- Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc. is a big plus
- Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
Benefits:
- healthcare insurance
- pension/retirement matching
- comprehensive life insurance
- employee assistance program
- time off plans
- paid company holidays
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