Customer Success Manager

Proofpoint - Cleveland, OH

Full-time - Mid Level

Cleveland, OH

Administrative and Support Services

About the position

As a Customer Success Manager (Enterprise) at Proofpoint, you will play a pivotal role in ensuring the success and satisfaction of our enterprise customers. This position is critical as you will manage a portfolio of approximately 60-80 customers, taking ownership of their experience with our products and services. Your primary responsibility will be to drive customer renewals and foster advocacy within our North American customer base. You will act as a vital link between our customers and the Product team, effectively communicating our technology and understanding customer pain points. This understanding will allow you to interpret future customer needs, which will be essential in informing product development and enhancements. In this role, you will engage with customers to ensure they are deriving maximum value from our solutions. You will conduct regular check-ins, provide training and support, and proactively address any issues that may arise. Your ability to build strong relationships with key stakeholders within customer organizations will be crucial to your success. You will also be responsible for identifying opportunities for upselling and cross-selling additional services that can benefit your customers. As part of the Tessian team, which is now integrated into Proofpoint, you will contribute to the evolution of our Customer Success Motion. This involves collaborating with various teams to enhance customer engagement strategies and improve overall customer satisfaction. You will be instrumental in helping us scale our operations and ensure that our customers are not only satisfied but also advocates for our brand. Your insights and feedback will be invaluable as we continue to refine our offerings and adapt to the changing needs of our customers.

Responsibilities

• Manage a portfolio of approximately 60-80 enterprise customers.
• Drive customer renewals and foster advocacy within the NAMER customer base.
• Act as a bridge between customers and the Product team, communicating technology and understanding customer pain points.
• Conduct regular check-ins with customers to ensure they are deriving maximum value from our solutions.
• Provide training and support to customers, proactively addressing any issues that arise.
• Identify opportunities for upselling and cross-selling additional services to customers.
• Collaborate with various teams to enhance customer engagement strategies and improve overall customer satisfaction.
• Contribute to the evolution of the Customer Success Motion as part of the Tessian team within Proofpoint.

Requirements

• Proven experience in customer success, account management, or a related field, preferably in a technology or cybersecurity environment.
• Strong understanding of customer relationship management and the ability to build lasting relationships with enterprise clients.
• Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical stakeholders.
• Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.
• Experience with data analysis and the ability to interpret customer metrics to drive engagement and renewals.

Nice-to-haves

• Familiarity with cybersecurity products and services.
• Experience working in a SaaS environment.
• Knowledge of customer success tools and platforms.
• Ability to work collaboratively in a team-oriented environment.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible work hours and remote work options.
• Generous paid time off and holidays.
• Professional development opportunities and training programs.