Customer Success Manager

Job Description

Job Description

Company Description

About CyberArk :

CyberArk (NASDAQ : CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description

The Customer Success Manager (CSM) plays a critical role in CyberArk to protect our most precious assets : our customers. The CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize the recurring value from all CyberArk products, Perpetual or Subscription, premise or cloud. You will work closely with Directors / Managers of Security, Security Engineers, Security Architects and Dev-Ops teams to implement best in class Access and Identity products from CyberArk. The end results are increased customer satisfaction, value, retention, and expansion of the CyberArk security footprint.

What you will do :

Own the ultimate responsibility for the customer’s onboarding, adoption, and advocacy across a portfolio of customers.

Work with the customer to build success plans, establish critical goals, to aid the customer in achieving their objectives.

Design and execute on a value roadmap for your customers

Establish regular cadence (Monthly, Quarterly) with each assigned client, review executive dashboards, and program status.

Cement yourself as a trusted advisor / strategic advisor with customers and drive continued value of our products and services.

Partner with CyberArk Account Team (Account Manager, SA, Training, and Enablement) to find opportunities for new usage of CyberArk across organizational functions.

Act as the voice of the customer internally to advocate for customer needs.

Engage proactively with the customer at every step of the journey of the customer with CyberArk products.

Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with CyberArk teams to proactively remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.

Identify areas for improvement in customer experience, both in our product and processes.

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Qualifications

5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles

Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

Previous experience with a Cybersecurity / SaaS solutions company and / or an enterprise software company highly desired

Experience with enterprise security products and / or offerings

Strong knowledge of cloud architecture as well as on-premise IT landscape

Solid understanding of IT security strategies

Practical experience of enterprise Directory services (Active Directory, LDAP, Azure etc.), including support and security operations

Fundamental technological knowledge of networking environments

Experience installing and supporting enterprise software on Windows and UNIX platforms

Excellent in business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences

Up to 25% travel

Additional Information

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $82,000 – $120,000 / year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.