Customer Success Manager

• Here at Forescout, we are committed to delivering a successful customer experience.  As a Customer Success Manager, you will hold a critical and strategic customer-facing role. 
• You will own relationships with a portfolio of Forescout strategic customers to ensure they achieve their desired outcomes and realize the value of their investments through the successful adoption and optimization of our products and solutions.

• Manage performance metrics, renewal rate, reference-ability, renewal likelihood, adoption, consumption, customer engagement. Identify renewal risk and collaborate with internal teams to remediate.
• You will partner closely with our sales, product management, engineering, professional services, and customer support teams to consolidate efforts, streamline communications, and deliver exceptional customer satisfaction. 
• Establish relationships with your customers through regular meetings to understand the complexities of their environment and how Forescout’s solutions can meet their business and technical objectives.
• Collaborate with your customers to create, implement and achieve a customer success plan – a plan that clearly outlines the customer’s objectives, the path to achieving those objectives and the progress against the plan.
• Create customer deliverables (QBRs, upgrade plans) suitable for a diverse set of constituents from senior executives to end-users.
• Coordinate activities with the assigned Adoption Engineer
• Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion.
• Lead, drive and communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities.
• Partner with sales teams to identify expansion opportunities and mitigate loss to competition.
• Proactively manage account escalations with the appropriate internal stakeholders.

• 3 to 5 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.
• Some knowledge of cybersecurity products, specifically covering REM, NAC and XDR.
• Technical knowledge of Forescout products, preferred.
• 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.
• Understanding of customer success and all aspects of the customer lifecycle.
• Ability to present, articulate, interpret, and communicate technical information to varying levels of technical understanding.
• Proven long-term customer relationship development skills; passionate about customer success.

• To Improve Onboarding / Time-to-Value for assigned accounts.  
• To Ensure successful deployment of Forescout products with great customer experience for assigned accounts.  
• Improve/sustain customer retention assigned accounts.  
• Increase ARR via upsell, cross-sell and renewals for assigned accounts.  
• Improve NPS, Customer Health Score, CSAT and Product Adoption for assigned accounts.   

• Fluent in English and Arabic Language
• We welcome applications from candidates from all backgrounds and experiences.
• Extended or non-traditional work hours may sometimes be required.
• Opportunity for domestic and international travel.

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.