Customer Success Manager

Forescout Technologies, Inc. is a global cybersecurity leader that helps organizations secure and manage their cyber assets. The Customer Success Manager will be responsible for owning relationships with strategic customers, ensuring they achieve desired outcomes and realize value from Forescout's products and solutions through effective adoption and optimization.

Responsibilities:

• Establish relationships with your customers through regular meetings to understand the complexities of their environment and how Forescout’s solutions can meet their business and technical objectives
• Collaborate with your customers to create, implement and achieve a customer success plan – a plan that clearly outlines the customer’s objectives, the path to achieving those objectives and the progress against the plan
• Create customer deliverables (QBRs, upgrade plans) suitable for a diverse set of constituents from senior executives to end-users
• Coordinate activities with the assigned Adoption Engineer
• Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion
• Lead, drive and communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities
• Partner with sales teams to identify expansion opportunities and mitigate loss to competition
• Proactively manage account escalations with the appropriate internal stakeholders

Requirements:

• Bachelor's degree required; preferred areas of study include Business, Engineering, Technology, or related field
• 5+ years of experience working in customer-focused role within an enterprise technology company; preferred experience in security technologies
• Strong technical aptitude, business and sales acumen, customer service, and change management skills
• Demonstrate technical knowledge specific to information security software; presales experience is a plus
• Understanding of customer success and all aspects of the customer lifecycle
• Ability to remain calm in stressful customer situations and apply good decision making to achieve a positive outcome
• Strong verbal and written communication, prioritization, and time management skills
• Outstanding negotiation skills with the ability to make trade-off decisions and counter objections
• Ability to present, articulate, interpret, and communicate technical information to varying levels of technical understanding
• Proven long-term customer relationship development skills; passionate about customer success