Venafi is hiring a
Customer Success Manager

Summary

Join a ground-breaking team at Venafi as a Customer Success Manager and play a key role in educating customers on the value of machine identity management. As a trusted advisor, you'll help customers achieve their business outcomes and drive continued value from our products and services.

Requirements

• Minimum 3 years in software customer experience management
• Scrappy mentality—we wear many hats and are willing to get our hands dirty
• Proven ability to educate, build and maintain relationships with executive decision-makers
• Experience in delivering outstanding customer service and supporting and driving our customers to their business outcomes
• Excellent creative and critical thinking skills—we have to be preemptive
• Strong communication and presentation skills—much of our day-to-day is spent thinking of and presenting solutions to customers
• Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our customers
• Proven ability to manage multiple complex customer journeys at once
• Show a pro-active approach in working with Customers

Responsibilities

• Drive the customer intent to renew by driving adoption of purchased Venafi's software to achieve the customer business outcomes through the use of a Customer Success Plan
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey
• Analyze accounts to identify churn risk and work proactively to eliminate that risk
• Educate champions and their teams on the value of machine identity management and help uncover and guide to solve new use cases
• Act as a trusted/strategic advisor to each customer helping to drive continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders
• Organize sessions and/or QBR with internal and customer stakeholders
• Guide new customers through their onboarding process to achieve a short time to value
• Contribute to initiatives within the customer success team to improve the customer experience for all tiers
• Work cross-functionally with members in product, sales, and support to foster a strong sense of community and information sharing
• Helping customers to address existing and new use cases by demonstrating functional knowledge of the Venafi products

Preferred Qualifications

• Customer Success Experience in a SaaS based Security software environment
• Experience managing accounts with a software platform that solves complex problems, across many business units
• Named, global or large enterprise account management experience
• Knowledge in the Machine Identity Management area