Sr. Customer Success Manager, S&G Specialist
Job Summary
Job Description
The Sr. Customer Success Manager, S&G Specialist at Egnyte partners with CSMs to drive adoption, retention, and best practices of Egnyte's security and governance products. Responsibilities include providing consultative feedback, documenting strategic success plans, participating in business reviews, managing escalated customer issues, and collaborating with Product Management and Engineering. This role requires expertise in security and governance domains, including data governance, risk management, compliance, and various security solutions. The ideal candidate possesses strong customer engagement, presentation, and communication skills, along with a proven track record of managing customer relationships.
Must have:
- Proven customer relationship management experience
- Security and governance domain expertise
- Data governance, risk management, and compliance knowledge
- Experience with security solutions (DLP, encryption, GRC, IAM)
- Excellent customer communication and presentation skills
Good to have:
- Experience with multiple languages
- Understanding of regulated and unregulated data
Perks:
- Competitive salaries
- Company equity
- Medical insurance
- Flexible hours
- Mental wellness platform
- Gym reimbursement
- Childcare reimbursement
4 skills required
Job Details
Description
CUSTOMER SUCCESS MANAGER
EGNYTE YOUR CAREER. SPARK YOUR PASSION.
Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:
Invested Relationships
Fiscal Prudence
Candid Conversations
ABOUT EGNYTE
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.
The Security Specialist Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Security Specialist on our Customer Success Manager (CSM) team, you will be chartered with partnering with CSMs to drive adoption, retention and best practices of Egnyte’s security and governance related products, working internally to champion our customers’ feedback on ways to improve their security posture, and helping the CSMs to uncover avenues for strategic growth with our customers.
You are passionate about engaging with customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.
WHAT YOU’LL DO:
- Become a product expert including the technical workings and practical business application
- Partner with CSMs on providing customers consultative feedback and best practices on how Egnyte fits into their security and governance ecosystem in order to drive adoption and/or growth of Egnyte’s security focused products and services
- Work with CSMs to document strategic success plans for their customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
- Contribute to and participate in business reviews and product roadmap discussions with the CSM to ensure customer retention and successful renewal of services
- Assist in managing resolution of escalated customer issues dealing with lack of adoption or technical problems of our security products and services
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements
YOUR QUALIFICATIONS:- Demonstrated success managing customer relationships
- Proven experience with security and governance domains. Excellent understanding of data governance, risk management, compliance, content classification, remediation processes, regulated and unregulated data
- Experience with security solutions involving classification, data access governance, data loss prevention (DLP), encryption, GRC, IAM, cloud security, and lifecycle management
- Experience discussing security policies, procedures, and solutions with customer stakeholders pertaining to content/data
- Strong experience in customer-facing solution implementation roles (remote and onsite)
- Excellent customer engagement, presentation, and communication skills
- Attention to detail and ability to adapt to a quickly changing environment
- Fluency of spoken and written command of English. Any other language is a plus.
- A team player capable of high performance and flexibility working in a dynamic environment.
- Bachelor’s degree
- 10+ years of relevant technical and customer supporting functional experience
- Ability to work US EST hours on a daily basis
BENEFITS:
- Competitive salaries
- Company equity depending on role and level
- Medical insurance and healthcare benefits for you and your family
- Fully paid premiums for life insurance
- Flexible hours and PTO
- Mental wellness platform subscription
- Gym reimbursement
- Childcare reimbursement
- Group term life insurance
COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:
At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.
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