Customer Success Account Manager

Summary

Join Picus Security, a leading security validation company, as a Customer Success Account Manager and play a pivotal role in a fast-growing cybersecurity firm. Develop and maintain strong relationships with clients in the Middle East, ensuring high satisfaction and loyalty. Conduct regular strategic review meetings, understand client challenges, and tailor solutions to meet their objectives. Serve as the main point of contact for clients, managing issues and concerns. Collaborate with sales, product, and technical teams to ensure smooth onboarding and continuous support. Identify and pursue upsell and cross-sell opportunities, exceeding regional quota targets. Analyze customer data to drive product improvements and report on regional account performance. Forge alliances with Product Management and Sales teams to develop compelling value propositions. Build actionable growth plans to ensure customer loyalty and retention. Cultivate lasting relationships with key decision-makers, proactively addressing their evolving needs. Inform customers about the latest security trends and Picus's innovations. Own the solution process, collaborating with cross-functional teams. Gather and analyze competitive intelligence. Act as the customer's voice within Picus, providing feedback to shape future development strategies.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field, with a preference for a technical background
• At least 5+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS provider in the cyber security space
• Proven ability to manage and grow client relationships, with a keen focus on meeting renewal and upsell quotas, especially within the specified regions
• Strong understanding of SaaS business models, technology platforms, and the ability to communicate complex technical concepts effectively
• Excellent communication, negotiation, and interpersonal skills, with the ability to adapt to the diverse cultural and business practices of clients in the Middle-East region
• Analytical skills with proficiency in CRM software and customer success tools, and a track record of using these tools to manage and expand client accounts
• Flexible and willing to travel to customer locations as needed to provide exceptional support and build strong partnerships

Responsibilities

• Develop and maintain strong relationships with a designated portfolio of clients across the Middle-East, ensuring high levels of satisfaction and loyalty
• Conduct regular strategic review meetings to discuss account health, usage trends, and uncover opportunities for product enhancement, renewal, and upsell within these regions
• Understand the unique business challenges and opportunities of clients within these diverse regions and tailor solutions that align with their objectives
• Serve as the main point of contact for your clients, managing any issues or concerns to ensure timely and satisfactory resolution
• Coordinate with sales, product, and technical teams to ensure a smooth onboarding experience for new clients and provide continuous support for existing clients in these regions
• Identify and pursue upsell and cross-sell opportunities within your account set, working towards achieving and exceeding regional quota targets for renewals and upsells
• Analyze and leverage data on customer usage, satisfaction, and feedback from these specific regions to drive improvements in the product and overall customer experience
• Report on regional account performance, focusing on renewal rates and upsell success, and provide insights into regional market trends
• Forge powerful alliances with the Product Management and Sales teams to develop and communicate compelling value propositions for the Picus Security platform, ensuring solutions are perfectly aligned with client needs
• Build actionable growth plans, ensuring customer loyalty and retention, and unlocking opportunities for upsell and cross-sell to achieve zero churn
• Cultivate lasting relationships with key decision-makers and stakeholders, positioning Picus as an essential part of their security solutions and proactively addressing their evolving needs
• Inform customers proactively about the latest security trends and Picus's innovations, reinforcing our position as industry leaders and trusted advisors
• Own the solution process, collaborating with cross-functional teams including professional services, product management, sales, marketing, and support to develop and promote market-driven solutions and services, as well as contributing to marketing initiatives
• Gather and analyze competitive intelligence to keep Picus ahead of industry trends and competitors
• Act as the customer's voice within Picus, funneling critical feedback to our product and service teams to shape future development strategies and priorities

Benefits

• Unlimited opportunity! We are growing. At Picus, you'll be provided with as much responsibility as you can handle - new career development opportunities constantly arise given our rate of growth
• Global exposure - Get a lot of experience working not only in a fast-growing startup but also interact with customers all around the world