Customer Success Manager

101 Proofpoint, Inc.

Full-time - Mid Level

5,001-10,000 employees

About the position

The Customer Success Manager at Proofpoint plays a crucial role in ensuring that customers derive maximum value from the products and services they have purchased. This post-sale, customer-centric position involves regular engagement with clients to review product adoption, provide actionable guidance, and advocate for customer needs within the organization. The role requires a blend of technical expertise and strong communication skills to effectively interact with both technical and non-technical stakeholders, driving customer satisfaction and retention in a fast-paced environment.

Responsibilities

• Meet regularly with customers for health checks and engagements to review product adoption.
• Analyze telemetry data to identify target customers for outreach activities focused on driving product adoption.
• Advocate for customers to ensure successful Proofpoint deployments.
• Gather customer feedback to identify trends and provide structured feedback to product management.
• Identify at-risk customers and lead cross-functional efforts to get them back on track.
• Engage with internal teams from Sales, Engineering, Support, and Professional Services to meet customer needs.
• Develop and oversee individual strategies to help meet customer requirements for success.
• Guide customers in best practices to incorporate strategies into their business and technical plans.

Requirements

• Customer Success Management or post-sale Account Management experience in a SaaS organization.
• Ability to articulate customer business requirements and serve as the customer voice internally.
• Demonstrated high level of engagement with customers and colleagues.
• Proven ability to influence colleagues and customers in high impact situations.
• Effective communication and presentation of technical information to diverse audiences.
• Excellent communication skills and professional interaction with customer leadership.
• Ability to work independently and adapt quickly with a positive attitude.

Nice-to-haves

• 4-year college degree in a business or technical area.
• Previous experience in professional services, sales engineering, or senior support engineering.
• Experience with Security Awareness Training products.

Benefits

• Flexible time off
• Robust well-being program with 4 global wellbeing days per year
• 3-week work from anywhere option
• Competitive salary with variable pay and/or equity options