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Client Success Specialist

2 months ago

Phoenix, Arizona, United States Varonis Full time
Position Overview


The Client Success Specialist is responsible for collaborating with Varonis clients to enhance retention, renewals, customer satisfaction, and expansion.

This role is pivotal and customer-centric, necessitating exceptional relationship management capabilities and technical expertise.

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

Moreover, this position demands the ability to cultivate and coordinate cross-functional teams while influencing both internal and client stakeholders.

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

Key Responsibilities


Manage a portfolio of small to medium-sized business customer accounts to nurture enduring business relationships that deliver early value for our clients and ensure timely renewals and revenue growth for Varonis.

Develop comprehensive Success Plans based on client priorities and use cases, delivering them through proactive customer service and a high level of ownership that guarantees timely renewals, robust platform adoption, and revenue enhancement.

Lead the organization and facilitation of client-facing sessions and interactions, including Quarterly Business Reviews, Best Practice sessions, Executive Briefings, office hours, and regular check-ins and evaluations.

Proactively identify and address any risks to renewals and long-term client relationships.

Serve as the primary point of contact and escalation for clients and internal teams, driving timely and proactive resolutions.

Monitor client health and value confirmation by tracking product utilization, customer satisfaction, and by gathering and promoting client feedback.

Communicate the status of assigned accounts to all relevant parties within Varonis on a need-to-know basis.

Act as the voice of the client, representing 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 client success.
Perform additional duties as required.

Qualifications

Minimum of 3 years of experience in a client-facing service role, preferably with a vendor
2 years of experience in SaaS client 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 it effectively
Excellent communication and presentation skills at the executive level
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.