Senior Customer Success Manager

Summary

Join Nozomi Networks' Customer Success department as a Customer Success Manager and build meaningful relationships with key accounts. Drive high customer satisfaction, successful product use, and retention by serving as the primary point of contact. Understand customer success criteria, drive adoption and value realization, address questions, and resolve issues. This role offers a significant impact and is a career-defining opportunity for the right candidate with a proven track record in account management and exceptional communication skills. You will develop and manage customer portfolios, own the customer lifecycle, and drive revenue growth. Contribute to product design and development through customer feedback and assist in creating training materials.

Requirements

• 4+ years of proven experience in a customer success position supporting a technical product
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Accountability, personal organization, and ability to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff
• Patient and active listener
• Passion for service

Responsibilities

• Develop and manage customer portfolio
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers
• Drive revenue growth by demonstrating successful achievement of customer guided value measures
• Minimize customer churn through customer success plans and customer lifecycle management
• Resolve customer requests and concerns ensuring improvements to customer experience
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information
• Be a reliable point of contact and brand ambassador for Nozomi and its products
• Work across departments ensuring proper customer visibility and outcomes are met
• Aid in product design and product development through customer feedback
• Assist in creating training courses and educational materials for other members of the department
• Evaluate and improve tutorials and other communication infrastructure

Preferred Qualifications

• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience
• Experience analyzing and optimizing processes in the Customer Success department

Benefits

• Health & Wellness
• Financial
• Work-Life Balance
• Unparalleled Flexible Time-Off