Strategic Customer Success Manager
Job Summary
Job Description
Forescout is seeking a Strategic Customer Success Manager to ensure customers achieve their desired outcomes and realize value from Forescout's products and solutions. This role involves owning relationships with strategic clients, partnering with internal teams (sales, product management, engineering, professional services, customer support) to deliver exceptional customer satisfaction. Responsibilities include understanding customer environments and objectives, creating and implementing customer success plans, and developing customer deliverables like Quarterly Business Reviews (QBRs) and upgrade plans for various stakeholders.
Must have:
- Bachelor's degree in Business, Engineering, Technology, or related field.
- 5+ years of experience in a customer-facing role at an enterprise technology company.
- Strong technical aptitude, business acumen, and customer service skills.
- Understanding of customer success and the customer lifecycle.
- Strong verbal and written communication, prioritization, and time management skills.
Good to have:
- Preferred experience in security technologies.
- Fundamental understanding of networking and network/cyber security.
- Demonstrate technical knowledge specific to information security software.
- Presales experience is a plus.
- Ability to remain calm in stressful customer situations.
- Outstanding negotiation skills.
Perks:
- Visionary leadership team fostering professional growth and development.
- Diverse and inclusive culture encouraging collaboration and innovation.
- Opportunity to make a global impact on security.
- Work with industry-leading technology.
- Competitive total compensation package.
- Opportunities for recognition based on strong work ethic.
- Growth mode with ample opportunities within the company.
4 skills required
Job Details
What We Do
Managing cyber risk, together – Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing in a real-time and at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence, and OT/ICS innovation, all supporting our mission and vision.
Join us as we secure the world with our products. We are looking for resourceful individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, visionaries welcomed!
What You Will Do
Here at Forescout, we are committed to delivering a successful customer experience. As a Strategic Customer Success Manager, this person will hold a critical and strategic customer-facing leadership role.
- They 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.
- They 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 their 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.
What You Will Bring To Forescout
- 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.
- Highly beneficial to have a fundamental understanding of networking and network/cyber security.
- Strong technical aptitude, business and sales acumen, customer service, and change management skills
- Demonstrate technical knowledge specific to information security software; presale 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.
What Forescout Offers You
Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more!
More About Forescout
The Forescout 4D Platform™ provides complete asset intelligence and control across IT, OT, IoT, and IoMT environments. For more than 20 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. With seamless context sharing and workflow orchestration across more than 100 full-featured security and IT product integrations, Forescout makes every cybersecurity investment more effective. Learn more at www.Forescout.com.
Our Mission
To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.
Our Vision
A world where every cyber asset is seen, secure and compliant.
Our Cultural Values
- 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.
- Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.
- Relentless – We're smart, determined, and find a way. We figure stuff out.
- One Team – We all work together, and we all win together.
Our DEI Statement
At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.
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 as a result of the referral or through other means.
#LI-VS1
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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