Customer Success Manager

Nozomi Networks is a leader in OT and IoT cybersecurity, protecting critical infrastructure and organizations from cyber threats. They are seeking a Customer Success Manager to engage with key customers, driving satisfaction and retention while ensuring successful product use and adoption.

Responsibilities:

• Develop and manage customer portfolio
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers
• Drive revenue growth by demonstrating successful achievement of customer guided value measures
• Minimize customer churn through customer success plans and customer lifecycle management
• Resolve customer requests and concerns ensuring improvements to customer experience
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information
• Be a reliable point of contact and brand ambassador for Nozomi and its products
• Work across departments ensuring proper customer visibility and outcomes are met
• Aid in product design and product development through customer feedback
• Assist in creating training courses and educational materials for other members of the department
• Evaluate and improve tutorials and other communication infrastructure

Requirements:

• 2+ years of proven experience in a customer success position supporting a technical product
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience
• Accountability, personal organization, and ability to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff
• Experience analyzing and optimizing processes in the Customer Success department
• Patient and active listener
• Passion for service