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Client Success Strategist

2 months ago

Morrisville, North Carolina, United States Varonis Full time
Position Overview

The Customer Success Manager is tasked with collaborating with Varonis clients to enhance retention, ensure renewals, boost customer satisfaction, and facilitate growth.

This prominent, client-facing position demands exceptional relationship management capabilities and a solid technical foundation.

The Customer Success Manager will partner with organizational leaders to comprehend their requirements, align Varonis' best practices with client business objectives, and drive value delivery.

Moreover, this role necessitates the ability to cultivate and coordinate cross-functional teams while influencing both internal and external stakeholders.

The ideal candidate will exhibit strategic thinking and planning, be hands-on in execution, and focus on results, showcasing strong communication and problem-solving abilities.

Key Responsibilities

  • Manage a portfolio of SMB/SME client accounts to nurture enduring business relationships that deliver early value for clients and ensure timely renewals and revenue expansion for Varonis.
  • Create effective Success Plans tailored to clients' priorities and use cases, delivering them through proactive customer service and a high level of ownership to guarantee timely renewals, robust platform adoption, and revenue growth.
  • Lead the organization and execution of client-facing engagements such as Quarterly Business Reviews, Best Practice sessions, Executive Briefings, office hours, and regular check-ins.
  • Proactively identify and address any risks to renewals and long-term client relationships.
  • Serve as the primary contact and escalation point for clients and internal teams, driving timely and proactive resolutions.
  • Monitor client health and value confirmation by tracking product usage, customer satisfaction, and gathering client feedback.
  • Communicate the status of assigned accounts to all relevant parties within Varonis on a need-to-know basis.
  • Represent the voice of the client, advocating for their needs and priorities with cross-functional teams across Development, Product Management, Professional Services, Sales, Marketing, and Customer Support.
  • Conduct regular on-site and off-site meetings to gain insights into clients' business requirements.
  • Assist in developing technical educational, marketing, and sales materials to support customer success.
  • Perform additional duties as required.
Required Skills and Experience

  • At least 3 years of experience in a customer-facing service role, preferably with a vendor.
  • A minimum of 2 years in SaaS customer success and retention roles.
  • Prior experience in software delivery is essential; experience in the security sector is a significant advantage.
  • Proven track record of exceeding expectations with medium-sized clients.
  • Strong understanding of stakeholder management and ownership, with a history of applying these skills effectively.
  • Exceptional executive-level communication and presentation abilities.
  • Robust project management skills.
  • Capability to develop in-depth product, technology, and industry knowledge.
  • Willingness to travel within North America.

Varonis is an equal-opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Please review our Notice of E-Verify Participation and our Right to Work Statements.