Customer Success Manager

Job Title:

Customer Success Manager

About Skyhigh Security:

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. 

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. 

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. 

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

Role Overview:

As a Customer Success Manager with a deep passion for creating a world-class customer experience, you directly support and guide our largest customers throughout their product adoption and onboarding journey. You are a trusted advisor, assisting customers in maximizing the value of our cybersecurity solutions, ensuring they can achieve their security goals. Working across our teams in Sales, Customer Value, Support, and Product, your role is pivotal in ensuring a seamless onboarding experience, while proactively managing the ongoing success of customers throughout their lifecycle to drive strong customer satisfaction, retention, and growth.

A little about the role:

As a Customer Success Manager with a deep passion for creating a world-class customer experience, you directly support and guide our largest customers throughout their product adoption and onboarding journey. You are a trusted advisor, assisting customers in maximizing the value of our cybersecurity solutions, ensuring they can achieve their security goals. Working across our teams in Sales, Customer Value, Support, and Product, your role is pivotal in ensuring a seamless onboarding experience, while proactively managing the ongoing success of customers throughout their lifecycle to drive strong customer satisfaction, retention, and growth.

Customer Onboarding & Implementation

• Own the end-to-end project management of the onboarding process, ensuring a smooth transition from sales to active usage.

• Ensure continued alignment between the customer teams and the implementation process to deliver projects in line with the projects required timelines 

• Effectively collaborate with stakeholders, present project updates, and document key activities.

• Identify project risks and blockers and manage the activities required to remediate.

• Deliver compelling reports, lead meetings, and communicate insights to both technical and non-technical audiences.

Customer Success & Engagement

• Serve as the primary point of contact for assigned accounts, building strong, trusted, long-term relationships.

• Actively manage product adoption and proactively address any challenges to help the customer get value from our products and enable Skyhigh’s growth with the customer.

• Conduct regular business reviews to track progress, review adoption and utilisation status, and identify expansion opportunities across all dimensions of the account.

• Act as a cybersecurity advisor, helping customers optimize their security posture with our solutions.

• Coordinate training and enablement sessions and provide best practices to accelerate product adoption.

• Work closely with renewal teams to ensure contract extensions and expansions.

Advocacy & Continuous Improvement

• Gather and analyze customer feedback to help shape product enhancements and service improvements.

• Act as the voice of the customer internally, ensuring their needs are represented in product roadmaps.

• Create and maintain customer success resources, including best practice guides, training materials, and FAQs.

General Background and Experience required for a Customer Success Manager:

• 8+ years of direct customer experience managing coverage of Enterprise level customer accounts, or high-ARR accounts with a Customer Success or Technical Account Management role within the IT/cybersecurity sector.

• A working knowledge of networks, cybersecurity products and solutions.

• Experience managing Enterprise level customers. 

• Exceptional relationship management skills with the ability to engage both technical and business stakeholders.

• Strong project management skills, with experience managing customer onboarding, training, and implementation projects.

• Strong problem-solving skills with a proactive, customer-first mindset.

• Ability to manage multiple accounts while prioritizing key customer needs.

• Exceptional attention to detail, ensuring accuracy in project planning, execution, and reporting.

• Be capable of understanding customers' distinct use cases and how they align to the project goals.

• Influencing skills to drive alignment, manage expectations, and gain buy-in from cross-functional teams and stakeholders.

• Strong verbal and written communication skills along with excellent presentation skills 

• Experience working with CRM tools (Salesforce, ChurnZero, etc.) or other Customer Success platforms.

It would be great if you also have the following, but they are not required:

• Experience working specifically with solutions such as SWG, CASB, Zero Trust, Endpoint Security, or similar.

• Cybersecurity certifications (CISSP, CISM, or equivalent) are a plus.

• PMP project management certification

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.