Customer Success Manager (PSAT)

Location UK / Belfast

Job Type Permanent full-time

Salary Not disclosed

Updated 7 days ago

Reference 1446065

 Job Description

Proofpoint are seeking a talented Customer Success Manager responsible for a seamless on-boarding process for new customers and life-cycle management.

The Role

The Customer Success Manager will have ownership of assigned customers to ensure high levels of product adoption, success and expected outcomes are achieved. In addition, you will be responsible for a seamless on-boarding process for new customers, life-cycle management, and achievement of retention goals. You will also perform routine check-in calls with your customers to ensure the business value is being achieved with Proofpoint’s Security Awareness Training (PSAT) platform. 

Your day-to-day

  • Primary point of contact and product expert for our customers post sales
  • Develop a trusted advisory relationship with customers and executive sponsors to drive product adoption and ensure they are utilizing the solution to achieve full business value
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs
  • Create a Customer Advocacy program with assigned customers
  • Conduct periodic customer health-checks
  • Prepare and educate customers on new features and releases
  • Identify renewal risk and collaborate with internal teams to re-mediate and ensure a successful renewal
  • Manage your customers utilizing industry best practices and act as the voice of the customer to collect feedback and drive continuous improvement across all areas          

What you bring to the team

  • Bachelor’s degree in Business, Computer Science, Information Technology or related discipline required
  • Proven Customer Success experience in SaaS organizations
  • General knowledge in the Cyber Security space, SaaS applications and Cloud technology
  • Familiarity with enterprise web technologies, security and customer success applications
  • Excellent communication skills, including issue management, triaging and crisis management
  • Ability to handle multiple customer on-boarding projects at a time and identify critical issues
  • Ability to manage multiple customers in a defined Customer Life-Cycle process
  • Deep understanding of emerging industry best practices when solving business problems
  • Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets
  • Experience of communicating internal and external customers, and all levels of management
  • Ability to communicate technical information to non-technical audiences and deliver informative, well-organized presentations
  • Understanding of how to communicate difficult/sensitive information considerately and manage client expectations
  • Ability to travel up to 10%-20%