Sr. Manager, Customer Success

Proofpoint - Houston, TX

Full-time - Mid Level

Houston, TX

Administrative and Support Services

About the position

The Senior Manager of Customer Success at Proofpoint is responsible for leading a team of Customer Success Managers (CSMs) to ensure customer satisfaction, retention, and growth. This role involves developing customer success strategies, analyzing customer health metrics, and collaborating with cross-functional teams to enhance the overall customer experience. The manager will also advocate for customer feedback in product development and drive initiatives aimed at improving customer outcomes.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of excellence and accountability.
• Develop and implement customer success strategies to drive adoption, engagement, and retention.
• Establish strong relationships with key customer stakeholders to ensure their needs are met and exceeded.
• Analyze customer health metrics and provide insights to improve customer satisfaction and reduce churn.
• Develop reporting frameworks to track the success of customer initiatives and provide actionable insights to executive leadership.
• Collaborate with Sales, Product, and Support teams to align on customer needs and drive holistic solutions.
• Advocate for customer feedback and insights in product development and improvement initiatives.
• Identify areas for improvement in customer success processes and implement best practices to enhance efficiency and effectiveness.
• Drive the adoption of tools and technologies to streamline customer interactions and reporting.
• Lead customer success initiatives and projects aimed at improving the customer journey and outcomes.
• Develop training and resources for the CSM team to ensure they are equipped to support customer needs effectively.

Requirements

• Bachelor's degree in Business, CIS or a related field; MBA preferred.
• 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership position.
• Proven track record of managing and developing high-performing teams.
• Strong understanding of customer success metrics and methodologies.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to analyze data and provide insights to drive decision-making.
• Proficiency in customer relationship management (CRM) software and analytics tools.

Benefits

• Flexible time off
• Robust well-being program providing for 4 global wellbeing days per year
• 3-week work from anywhere option