Sr. Manager, Customer Success

The Role

Proofpoint is seeking a dynamic and results-driven Senior Manager of Customer Success Managers to lead our Customer Success team. In this role, you will oversee a team of Customer Success Managers (CSMs) to ensure our customers achieve their desired outcomes while maximizing their value from our products and services. You will play a crucial role in driving customer satisfaction, retention, and growth, and will work closely with cross-functional teams to enhance the overall customer experience.

Your day to day

• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of excellence and accountability. Set clear performance goals and metrics for the CSM team and conduct regular performance reviews.
• Develop and implement customer success strategies to drive adoption, engagement, and retention.
• Establish strong relationships with key customer stakeholders to ensure their needs are met and exceeded.
• Analyze customer health metrics and provide insights to improve customer satisfaction and reduce churn.
• Develop reporting frameworks to track the success of customer initiatives and provide actionable insights to executive leadership.
• Collaborate with Sales, Product, and Support teams to align on customer needs and drive holistic solutions.
• Advocate for customer feedback and insights in product development and improvement initiatives.
• Identify areas for improvement in customer success processes and implement best practices to enhance efficiency and effectiveness.
• Drive the adoption of tools and technologies to streamline customer interactions and reporting.
• Lead customer success initiatives and projects aimed at improving the customer journey and outcomes.
• Develop training and resources for the CSM team to ensure they are equipped to support customer needs effectively.

What you bring to the team

• Bachelor’s degree in Business, CIS or a related field; MBA preferred.
• 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership position.
• Proven track record of managing and developing high-performing teams.
• Strong understanding of customer success metrics and methodologies.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to analyze data and provide insights to drive decision-making.
• Proficiency in customer relationship management (CRM) software and analytics tools.
• Travel: Minimal to light travel (25%+)

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• Competitive compensation
• Comprehensive benefits
• Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
• Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities