Sr. Customer Success Manager
Job Description
- Identity Security experience is a plus
- Familiarity with Customer Success tools like Gainsight or equivalent
- Own and manage the post-sale customer journey from onboarding through adoption, maturity and renewal
- Partner with customers to define clear goals and value-based outcomes and build tailored success plans
- Establish a regular cadence of business reviews and strategy sessions with executive stakeholders
- Serve as a strategic, consultative partner by deeply understanding customer business goals
- Work closely with Sales, Solution Architects, Services, Support and Enablement teams
- Advocate for your customers internally, surfacing feedback and influencing product roadmap discussions
- Leverage tools such as Gainsight to track health scores, usage trends and engagement data
- Identify opportunities for process improvement, expanded usage and solution optimization
- Wide range of medical benefits
- Wide range of dental benefits
- Wide range of vision benefits
- Wide range of financial benefits
- Other benefits
Company Description
About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.
Job Description
At CyberArk, our customers are our most valuable asset and our mission is to protect them with world-class identity security solutions. As a Senior Customer Success Manager (SCSM) 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.
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Qualifications
- 3+ 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
Additional Information
CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
We are unable to sponsor or take over sponsorship of employment Visa at this time.
The salary range for this position is $82,000 – $132,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.
