Client Success Strategist

1 week ago

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

The Customer Success Manager plays a pivotal role in collaborating with Varonis clients to enhance retention, renewals, satisfaction, and overall growth.

This position is highly visible and customer-centric, necessitating exceptional relationship management capabilities and technical expertise.

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

Moreover, this role demands the ability to orchestrate and lead cross-functional teams while effectively influencing both internal and external stakeholders.

The ideal candidate will exhibit strategic thinking and planning, hands-on execution, and a results-driven mindset, complemented by strong communication and problem-solving abilities.

Key Responsibilities

  • Manage a portfolio of SMB/SME client accounts to cultivate enduring business relationships that yield early value for clients and ensure timely renewals and revenue growth for Varonis.
  • Develop impactful Success Plans tailored to clients' priorities and use cases, delivering them through proactive service and a high level of ownership that guarantees timely renewals, robust platform adoption, and revenue expansion.
  • Lead the organization and facilitation of customer-facing interactions such as Quarterly Business Reviews, Best Practice sessions, Executive Briefings, office hours, and regular touchpoints.
  • 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 resolutions and escalations.
  • Monitor client health and value confirmation by tracking product usage, customer satisfaction, and gathering customer feedback.
  • Communicate the status of assigned accounts to relevant parties within Varonis on a need-to-know basis.
  • Represent the voice of the customer, 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 understand clients' business requirements.
  • Assist in the creation of technical educational, marketing, and sales materials to support customer success.
  • Perform additional duties as required.
Required Skills and Experience

  • Minimum of 3 years of customer-facing experience in a service-oriented role, preferably with a vendor.
  • At least 2 years of experience 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 demonstrated ability to apply it in a professional context.
  • Exceptional executive-level communication and presentation skills.
  • Robust project management capabilities.
  • Ability 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.

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