Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
Represent the customer voice internally, providing structured feedback to Product and other teams
Support knowledge sharing and contribute to internal process development or mentoring where relevant

8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
Proven track record managing complex customer relationships, including executive-level stakeholders
Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes
Technical familiarity with internet and networking technologies; experience with security products is a plus
Proficiency in CRM and support tools such as Salesforce and Jira
Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience

Senior Customer Success Manager

Key skills