Senior Customer Success Manager

2 days ago


Houston, Texas, United States Proofpoint Full time
About the Role

We are seeking a highly skilled and experienced Senior Customer Success Manager to join our team at Proofpoint. As a key member of our customer success organization, you will be responsible for ensuring that our customers realize the full value of our products and services, ultimately maximizing renewals and add-on transactions.

Key Responsibilities
  • Meet regularly with customers to review product adoption and provide actionable guidance on how they can get more value from our solutions.
  • Analyze telemetry data to identify target customers for outreach activities, focused on driving customer adoption of product features and best practices.
  • Be a relentless advocate for customers to ensure successful deployments, gathering feedback to identify trends and providing structured feedback to product management.
  • Identify at-risk customers and lead cross-functional efforts to get them back on track.
  • Develop and oversee individual strategies to help meet customer requirements for success, guiding them in best practices to incorporate those strategies into their business/technical plans.
Requirements
  • 4-year college degree in a business or technical area, or equivalent.
  • 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.
  • Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior.
  • Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced.
  • Proven ability to influence colleagues and customers to act in high-impact situations.
  • Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security.
  • Current knowledge of Linux, SMTP, Salesforce, Windows, Active Directory, and Microsoft O365.
  • Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team.
  • Ability to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriate.
  • Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership.
  • Evidence of pristine documentation, executive communications, white papers, etc.
  • Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies.
  • Ability to think innovatively, strategically, and deliver tactically.
Why Proofpoint

We pride ourselves on our people-centric approach to success and innovation, which extends to how we design roles within our organization and hire talent around the world. We seek individuals from a variety of backgrounds with a range of work histories who can leverage their relevant experience as well as transferrable skills to help our company grow.

We are committed to creating a diverse, equitable, and inclusive environment, where our employees feel that they are in a community that celebrates their unique identity, cultivates their sense of belonging, and invests in their professional growth.

We have 9 employee-led employee inclusion groups which help support both employees and our organization by providing opportunities to network, discuss career and cultural development, and uplift the corporate culture to create a more inclusive workplace.

We are singularly devoted to helping our customers protect what matters most. That's why we're a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.



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