Customer Success Manager
4 weeks ago
At Proofpoint, we're dedicated to protecting our customers' sensitive data and intellectual property from advanced threats and compliance risks.
We're seeking a highly skilled Senior Customer Success Manager to join our growing field services team.
This is a post-sales, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization.
The ideal candidate will have extensive experience driving concurrent projects and issues to completion with little or no direction, and a passion for ensuring a world-class customer experience.
Key responsibilities include analyzing various sources of telemetry data to identify target customers for outreach activities, driving customer adoption of product features and best practices, and consistently gathering feedback to identify trends and provide structured feedback to product management.
The Senior Customer Success Manager will also identify at-risk customers and lead cross-functional efforts to get them back on track, engage appropriate team members to address underlying causes of churn and dissatisfaction, and develop and oversee individual strategies to help meet Proofpoint's customers' requirements for success.
Additionally, the successful candidate will plan and lead process improvement initiatives tailored to improve overall customer success and satisfaction during a customer's lifecycle with the Proofpoint team.
Requirements include a 4-year college degree in business, technical areas, or equivalent, and 10 to 15+ years of industry leadership experience in a client/professional services, sales engineer, senior support engineer, or other customer-facing role with exposure to multiple technology areas.
We offer a competitive benefits package, including flexible time off, a robust well-being program, and a 3-week work-from-anywhere option.
At Proofpoint, we're committed to creating a community that celebrates our employees' unique identities, cultivates their sense of belonging, and invests in their professional growth.
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