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Customer Success Manager

Forescout Technologies Inc

Texas, United States (On-site)

Customer Success Manager

1 Month ago • 2-3 Years • Cyber Security

About the job

3 skills required for this role

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communication

account-management

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Job Description

Forescout is seeking a strategic and business-focused Customer Success Manager (CSM) to join our high-energy, multi-cultural, world-changing team. As the CSM, you will be a trusted advisor who understands customer success criteria through ongoing communication and understanding the success roadmap from the customer's perspective. You will be involved in all aspects of support, account management, educating customers, and more. This role will work closely with CISOs, security architects, security engineers, security analysts, and security operations teams. Your responsibilities will include owning the ultimate responsibility for assigned customer onboarding, adoption, satisfaction, advocacy, and retention, developing a comprehensive understanding of typical business and security challenges faced by customers, providing high-level platform trainings, interpreting and assisting with technical support questions throughout the customer lifecycle, managing performance metrics, identifying renewal risk, representing the voice of the customer to provide input into our platform, marketing, and sales processes, establishing relationships with customer executive sponsors, and orchestrating Business Reviews.

Must have:

2 to 3 years of relevant work experience in customer success, sales engineering, post-sales technical account management, and similar roles.
Full-stack account management experience: including onboarding/implementation, product adoption, upsells, and renewal management.
Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
Experience working with and managing stakeholders and customers.
Experience with enterprise security products and/or offerings.
Proven skill with juggling multiple account management projects at a time while maintaining strong attention to detail.
Excellent communication and interpersonal skills.
Flexible approach, able to operate effectively with uncertainty and change.
Driven, self-motivated, enthusiastic, and with a “can-do” attitude.

Good to have:

Ability to travel

Perks:

Competitive compensation and benefits
80% of employee and dependents' benefits premiums (in the U.S. only)
401K match
Generous PTO policy

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Who We Are

We envision a world where every cyber asset is seen, secure, and compliant.

Forescout Technologies, Inc., a global cybersecurity leader, continuously identifies, protects, and helps ensure the compliance of all managed and unmanaged cyber assets – IT, IoT, IoMT, and OT. For more than 20 years, Fortune 100 organizations and government agencies have trusted Forescout to provide vendor-agnostic, automated cybersecurity at scale.

What You Will Do

Forescout has an excellent opportunity for a strategic and business-focused Customer Success Manager (CSM) to join our high-energy, multi-cultural, world-changing team. As the Customer Success Manager is a trusted advisor who will understand customer’s success criteria through ongoing communication and understanding the success roadmap from the perspective of the customer. The CSM will be involved in all aspects of support, account management, educating customers and more. All team members look to customer success for input across all key decisions. This role will work closely with CISOs, security architects, security engineers, security analysts and security operations teams.

In this role, you will

Own ultimate responsibility for assigned customer’s onboarding, adoption, satisfaction, advocacy, and retention.

Associate CSM own up to 40 accounts

Develop a comprehensive understanding of typical business and security challenges faced by customers and common cyber security objectives to appropriately map features and associated business benefits to address their needs.
Ability to provide high-level platform trainings.
Ability to interpret and assist with technical support questions throughout the customer lifecycle.
Manage performance metrics, renewal rate, reference-ability, renewal likelihood, adoption, consumption, customer engagement. Identify renewal risk and collaborate with internal teams to remediate.
Represent the voice of the customer to provide input into our platform, marketing, and sales processes.
Be a customer advocate in influencing product roadmap and improvements.
Establish relationships with customer executive sponsors, speaking on a quarterly cadence to strengthen relationships while uncovering new opportunities.
CSM’s will orchestrate Business Reviews which a key touchpoint in the customer lifecycle that allows us to understand how best to support our Key Contacts, and how to articulate Forescout's value to other stakeholders in the organization.

This role reports to Customer Success Director.

What You Will Bring

We encourage you to apply if you meet most but not all the desired skills and experience listed in this job posting. We value competencies, aptitude, and a great attitude as supplement to experience.

2 to 3 years relevant work experience in customer success, sales engineering, post sales technical account management and similar roles.
Full stack account management experience: including onboarding/implementation, product adoption, upsells, and renewal management.
Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
Experience working with, and managing, stakeholders and customers.
Experience with enterprise security products and/or offerings.
Proven skill with juggling multiple account management projects at a time while maintaining strong attention to detail.
Excellent communication and interpersonal skills.
Flexible approach, able to operate effectively with uncertainty and change.
Driven, self-motivated, enthusiastic and with a “can do” attitude.
Ability to travel

What Forescout Offers You

Managing cyber risk, together – We are led by a visionary leadership team who encourages professional growth and development. We promote a diverse and inclusive culture providing for a collaborative and innovative environment where our team can make an impact on worldwide security while working on technology which is at the forefront of the industry. We are also proud of our competitive compensation and benefits offered. (We cover 80% of employee and dependents’ benefits premiums, in the U.S. only, 401K match, generous PTO policy, and much more.) If you have a strong work ethic, are visible and lean in, you will be recognized. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more! www.forescout.com

Our Mission - Continuously identify, protect, and ensure the compliance of all cyber assets across the modern organization.

Our Cultural Values

One Team – We all work together, and we all win together.
Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
Customer Driven – We listen, we learn, and we make it right.
Relentless – We're smart, determined, and find a way. We figure stuff out.
Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.

Thank you for taking the time to learn more about us.

If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies.  All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature.  No fee will be paid in the event the candidate is subsequently hired because of the referral or through other means.

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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