Enterprise Customer Success Manager

At CyberArk, our customers are our most valuable asset and our mission is to protect them with world-class identity security solutions. As an Enterprise Customer Success Manager (CSM) serving our Strategic Segment, you will play a pivotal role in driving adoption, value realization and long-term satisfaction across a portfolio of high-profile, complex enterprise customers.

You will act as a strategic partner to senior IT and security leaders including CISOs, Directors of Security, Architects and DevOps teams helping them successfully operationalize CyberArk’s comprehensive suite of Identity Security products, whether deployed on-premises, in the cloud or via hybrid environments. Your work will directly contribute to customer retention, satisfaction and expansion of the CyberArk footprint.

What you will do:

• Drive Strategic Value: Own and manage the post-sale customer journey from onboarding through adoption, maturity and renewal across a portfolio of strategic enterprise customers.
• Develop Customer Success Plans: Partner with customers to define clear goals and value-based outcomes and build tailored success plans to track progress and results.
• Lead Executive Engagements: Establish a regular cadence (monthly, quarterly) of business reviews and strategy sessions with executive stakeholders to communicate program outcomes, adoption metrics and roadmap alignment.
• Act as a Trusted Advisor: Serve as a strategic, consultative partner by deeply understanding customer business goals and aligning CyberArk solutions to their evolving security needs.
• Collaborate Cross-Functionally: Work closely with Sales, Solution Architects, Services, Support and Enablement teams to align on account strategies, surface risks and expansion opportunities and ensure successful execution.
• Champion Customer Voice: Advocate for your customers internally surfacing feedback, influencing product roadmap discussions and ensuring a frictionless customer experience.
• Monitor Customer Health: Leverage tools such as Gainsight to track health scores, usage trends and engagement data. Proactively address risks before they impact customer satisfaction or retention.
• Promote Innovation & Optimization: Identify opportunities for process improvement, expanded usage and solution optimization across the customer’s identity security ecosystem.

Qualifications

• 5+ years of experience in Customer Success, Consulting, or Post-Sales Technical Account Management, ideally supporting Fortune 1000 or global enterprise customers
• Proven ability to engage executive-level stakeholders and act as a strategic business partner
• Deep understanding of cybersecurity, SaaS, or enterprise IT environments; Identity Security experience is a plus
• Strong knowledge of cloud and on-premise infrastructure, including Active Directory, LDAP, Azure AD, networking, and security operations
• Experience with enterprise software implementation, including Windows and Unix environments
• Demonstrated success using customer data and insights to inform strategy and ensure value delivery
• Excellent communication skills—able to present complex technical and business concepts to both technical and non-technical audiences
• Familiarity with Customer Success tools like Gainsight or equivalent
• Ability to travel up to 25% as needed to build strong, in-person customer relationships