Customer Success Manager

Summary

Join Fortanix as a Customer Success Manager (CSM) to deliver a world-class customer experience. As the primary point of contact for a portfolio of customers, you will guide them through the post-sale journey, collaborating with Customer Success Engineers, Support, and Sales. You will cultivate strong customer relationships, ensuring value realization and successful product adoption. Responsibilities include leading customer retention and expansion, developing account plans, conducting business reviews, and serving as the primary escalation point for issues. You will also partner with stakeholders to meet customer expectations and provide onboarding and training. The ideal candidate possesses 3-5+ years of experience in account management, customer success, or technical support engineering, along with expertise in change management and product adoption for technical customers.

Requirements

• 3-5+ years of experience in Account Management, Customer Success, or Technical Support Engineering with a successful track record of execution
• Experience in leading or enabling change management and product adoption with technical customer personas
• A knack for learning new technologies and new products, with the ability to communicate technical details with clarity
• Demonstrated experience fostering relationships with technical and non-technical customer personas
• Integrity and flexibility: you can patiently and enthusiastically navigate ambiguity in seeking solutions to new challenges

Responsibilities

• Partner with Fortanix customers to achieve strong returns on customer investment in Fortanix, by delivering, measuring, and communicating ROI over the customer lifecycle
• Lead and be accountable for customer retention and customer expansion for all customers in your Book of Business
• Partner with Fortanix stakeholders in Sales, Product and Engineering to deliver on customer expectations
• Help with customer onboarding and training, thus driving adoption
• Understand customer requirements, challenges, and the business outcomes they are expecting from their investment
• Develop and execute account plans with a focus on increasing product adoption new routes to value
• Conduct periodic Business Reviews to ensure strategic alignment for consistent and timely collaboration with customers
• Be the primary escalation point for business and technical issues
• In partnership with Success Engineers and Technical Account Managers, be an expert on Fortanix products, customer use cases and platform integrations, while staying current with industry trends in crypto, HSMs and confidential computing

Preferred Qualifications

• Experience working in a global organization with customers in different geographies
• Familiarity with HSM and cryptographic technology. Experience with HSM from another company is a plus

Benefits

• Competitive salary and equity package
• Quarterly recharge days
• 40 hours of Volunteer Time Off/year
• The opportunity to redefine cloud computing in a friendly, collaborative work environment