Senior Customer Success Manager
Job Summary
Job Description
As a Customer Success Manager at Forescout, you will be responsible for managing relationships with strategic customers, ensuring they achieve their desired outcomes and realize value from Forescout's solutions. This involves partnering with sales, product management, engineering, and customer support teams to deliver exceptional customer satisfaction. Your role includes establishing relationships, creating and executing customer success plans, delivering customer deliverables like QBRs, coordinating with Adoption Engineers, ensuring customers see ROI, and leading the product lifecycle from concept to insights. You will also partner with sales to identify expansion opportunities and mitigate competition, and proactively manage customer escalations.
Must have:
- Bachelor's degree (Business, Engineering, Technology)
- 5+ years in a customer-facing role
- Technical aptitude in information security
- Understanding of customer lifecycle
- Strong communication and time management skills
- Ability to present technical information
- Long-term customer relationship development skills
Good to have:
- Experience in security technologies
- Presales experience
- Gain Sight customer success platform experience
Perks:
- Visionary leadership team
- Professional growth and development
- Diverse and inclusive culture
- Collaborative and innovative environment
- Competitive compensation and benefits
- 88% coverage of employee and dependents' benefits premiums (US only)
- 401K match
- Generous PTO policy
4 skills required
Job Details
What We Do
Managing cyber risk, together.
Forescout delivers automated cybersecurity across the digital terrain. We empower our customers to achieve continuous alignment of their security frameworks with their digital realities, across all asset types – IT, IoT, OT, and IoMT. It is a non-stop journey, managing cyber risk through automation and data-powered insights.
What You Will Do
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 leadership 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. 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
What You Bring To Forescout
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.
- Bachelor’s degree required; preferred areas of study include Business, Engineering, Technology, or related field
- 5+ years of experience working in customer-focused role within an enterprise technology company; preferred experience in security technologies
- Excellent technical aptitude, business and sales acumen, customer service, and change management skills
- Demonstrate technical knowledge specific to information security software; presales experience is a plus
- Understanding of customer success and all aspects of the customer lifecycle
- Ability to remain calm in stressful customer situations and apply good decision making to achieve a positive outcome
- Strong verbal and written communication, prioritization, and time management skills
- Outstanding negotiation skills with the ability to make trade-off decisions and counter objections
- 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
- Gain Sight customer success platform experience is a plus
Travel or Other Requirements
- Extended or non-traditional work hours may sometimes be required
- Opportunity for domestic and international 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 88% 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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