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Enterprise Customer Success Manager

Date:  Nov 30, 2022
Location: 

United Kingdom, London

Job Category:  Sales
Department:  Customer Success

About CyberArk:

CyberArk, the global leader in privileged access management, helps organizations transform their business through improved security and reduced risk. As a trusted partner for thousands of companies around the world, CyberArk consistently sets the bar – driving innovation and helping our customers stay one step ahead of attackers.

 

Job Description:

As a Customer Success team member at CyberArk you will use your skillset to build key relationship with your customer base to ensure the CyberArk product implementation is completed successfully.

It will be your responsibility to work proactively with customers to use outcome-based reporting and KPIs to show a return on investment. With this in place you will help to grow and build CyberArk’s footprint within your region.

A key part of the role is to partner with sales, SEs and Professional Services to ensure customer needs are met.

You will be a trusted advisor on security and best practices.

Prior experience with CyberArk Software solutions or relevant experience with enterprise applications, security management is an advantage

 

Responsibilities

Establish a trusted adviser relationship with your customers and drive key relationships

Understand CyberArk products, their features, functions and understand how they can be used to address customers security concerns

Work closely with the customer to create, define and review success criteria

Conduct Quarterly business reviews to ensure successful outcomes are being  achieved from CyberArk solutions

Monitor customer support tickets to ensure SLAs are met

Track product adoption to ensure high retention rates

Define success plan for at-risk customers and execute in collaboration with functional team

Work closely with sales team on contract renewal, upsell, and cross-sell opportunities

Ability to manage complex customer relationships that may extend across multiple products and regions

 

Requirements:

3+ years in a Customer Success, Sales Engineer, Account Management, or similar role

Excellent communication and interpersonal skills; ability to build relationships at multiple levels and to work cross the organization to deliver best results for customers and CyberArk.

Experience working with large enterprise customers (Executive level, CXO)

Experience building and maintaining relationships, with a goal to mitigate customer churn and drive successful and renewals

Knowledge of the various technologies such as Windows, Unix/Linux OS, Oracle/SQL databases, LDAP directories, etc.

An understanding of security concepts and the development of security roles within organizations

 

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