Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle
Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives
Negotiate long-term renewals with keen attention to detail and with secured revenue uplift
Act as a program manager throughout the entire customer journey including professional services engagements
Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
Build adoption and value plans with customers to set a long-term vision for success and growth
Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion
Act as an escalation point when things are not going to plan
Organize and host regular customer check-in meetings, onsite visits and Executive Business Reviews
Coordinate and manage customer special requests & projects
Serve as a technical bridge between stakeholders at all levels, translating complex product capabilities into strategic value for C-suite executives while providing hands-on technical guidance to end users and implementation teams
Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell
Travel may be required from time to time

Minimum of 5 years of experience in a Customer Success Role
Consistently delivers excellent customer experience
Strategic mindsight with experience managing large, multinational accounts
Can have strategic conversations with and confident presenting to senior customer executives
Able to act as a quarterback to leverage internal resources to deliver customer outcomes
Demonstrated background in developing and managing commercial relationships
Proven track record of meeting and exceeding targets
Strong technical acumen to add value to customer discussions and translate product strengths into business value
Strong program management skills
Strong analytical skills/ ability to identify patterns and spot trends
Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
Knowledge of testing, the software development lifecycle desirable
Bachelor's degree in a related discipline is desirable

Senior Customer Success Manager – East

Key skills