Customer Success Specialist

• Establish relationships with customers across the globe through regular correspondence and meetings to understand the complexities of their environment and how Forescout’s solutions can meet their business and technical objectives.  
• Establish clear retention goals and milestones for the customer to work towards.  
• Track the customer journey and proactively engage with customer to ensure product stickiness, offering remote guidance and support, using best practice, to ensure customer’s objectives are achieved.  
• Assist customers as needed with setting up and navigating Forescout deployment using available documentation, guide, material and support services.  
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.  
• Proactively manage account escalations with the appropriate internal stakeholders.  
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products/services for their needs.  
• Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion.  
• Communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities.  
• Be the voice of your customers internally to keep a focus on execution, continuous improvement, and customer outcomes and success.  
• Serve as the Subject Matter Expert for information regarding the customer’s business needs and provide customer feedback to product management, sales, and marketing.  
• Document outcomes, risks, metrics, and customer feedback to create references for repeatable successes.  
• Partner with sales teams to identify cross-sell/upsell/expansion opportunities and mitigate loss to competition.  
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.  
• Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience.  
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and values.   

• 2-3 +years of experience in customer service or customer success position strongly preferred.  
• Some knowledge of cybersecurity products, specifically covering REM, NAC and XDR.  
• Technical knowledge of Forescout products, preferred.  
• Experience working with brand image and promoting value through customer experience.  
• Project coordination and management experience, a plus.    

• 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.   

• One Team – We all work together, and we all win together.  
• Cyber Obsessed – We are curious about technology, innovative and passionate about solving problems.  
• 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.  

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.