Business Process Manager, Success Management

We are looking for a Business Process Manager to join our newly formed Service Optimization team within our Customer Success Strategy and Excellence team. The ideal candidate will have a strong background in Customer Success Management within Cybersecurity and will be equipped to lead the optimization and continuous improvement of our customer success role-based models, methods, processes, and playbooks. They will bring hands-on field experience, an in-depth understanding of real-world challenges, and a proven ability to drive change in customer success engagement models. This role requires a professional with practical insights who can collaborate with cross-functional teams to implement effective process improvements that enhance customer experience, improve productivity, and align with our business goals.

If you thrive in environments where vision meets execution and have the passion to create scalable solutions from day one, this is your opportunity to shape the future of our engagement models from inception to excellence.

Key Responsibilities:

• Field-Based Process Optimization:
• Leverage your field experience to analyze and optimize our existing business processes, workflows, and playbooks for an outcome-based engagement model, identifying inefficiencies and opportunities for improvement.
• Lead process redesign and streamlining efforts based on hands-on knowledge of day-to-day operations, ensuring solutions are practical and deliver customer value.
• Collaborate with Customer Success operational teams to implement real-world solutions that directly address current pain points in workflows and procedures.
• Standardization & Documentation:
• Develop and standardize processes, ensuring alignment with best practices, industry standards, and CyberArk’s outcome-based engagement model.
• Document, maintain, and communicate clear, accessible process guidelines, ensuring teams understand and adhere to best practices.
• Continuous Improvement & Real-World Solutions:
• Introduce continuous improvement strategies based on field-tested methods and solutions that you’ve seen work effectively in practice.
• Identify bottlenecks, inefficiencies, and areas for improvement, using on-the-ground experience and communication with the Success Management teams to recommend realistic and achievable changes.
• Collaboration with Field and Corporate Teams:
• Work closely with field staff, team leaders, and cross-functional teams to ensure process improvements are understood, implemented, and adopted smoothly.
• Serve as a liaison between the field and corporate functions, translating operational needs into scalable process solutions.
• Technology Integration & Automation:
• Leverage industry knowledge to recommend and integrate practical automation tools that improve process efficiency
• Collaborate with CS Operations teams to ensure technology enhancements align with field needs and improve the daily operations of ground staff.
• Performance Tracking & Reporting:
• Monitor KPIs (i.e., cycle time, process efficiency, and error rate) associated with Success Management processes and make enhancements to deliver results that align with CyberArk business objectives.
• Provide reports and insights on process performance, focusing on improvements that have had a tangible impact on customer experience, productivity, and efficiency.
• Change Management in the Field:
• Lead field-level change management efforts by ensuring process improvements are practical, widely adopted, and supported by team leaders.
• Drive improvement initiatives as a subject matter expert about process updates and improvements.
• Inform stakeholders about process updates and improvements.
• Collaborate with GTM Customer Success Enablement teams and CS functions to enable Customer Success Management teams to create and release training programs on new and updated processes, workflows, and playbooks.
• Provide on-the-job support to help teams adapt to new processes and

Qualifications

• Education:
• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Equivalent field experience may also be considered.
• Experience:
• Minimum of 5 years of field experience in Customer Success Management within Cybersecurity, with a deep understanding of real-world operations and business processes.
• Proven track record of identifying, implementing, and managing process improvements.
• Certifications:
• Certifications in Lean Six Sigma or other process improvement methodologies are highly desirable.
• Technical Skills:
• Practical experience diagramming, analyzing, and improving processes using diagramming or process analytics tools.
• Understanding best practices for Customer Success Management execution, including CSM workflows within tools like Gainsight, Salesforce, Gong, and Highspot.
• Strong data analysis skills and proficiency in tools like Excel or Tableau, with the ability to track performance metrics and make necessary adjustments.
• Field Skills:
• Strong leadership and communication skills, with the ability to work effectively with field and corporate teams.
• Ability to translate field-level operational challenges into scalable process improvements.
• A proactive, hands-on, problem-solving approach with the ability to adapt quickly to changes in operational demands.