Senior Customer Success Program Manager

• Develop a trusted advisor relationship with customers, aligning your efforts with their business goals and strategies. 

• Influence the customer lifecycle by mapping their journey, standardizing touchpoints, and identifying opportunities for continuous improvement. 

• Maintain customer usage and adoption metrics to create a comprehensive customer health score. 

• Lead key escalations by assisting account and support teams with focused efforts. 

• Partner closely with Sales, Channel Partners, and Renewals teams to ensure alignment and communicate new opportunities and customer outcomes. 

• Capture and convey customer feedback internally to enable ongoing product and service improvements. 

• Drive subscription revenue retention and renewal rates while reducing churn. 

• Influence future lifetime value through increased product adoption. 

• Enhance overall customer satisfaction and foster business growth through advocacy and reference-ability. 

• Collaborate cross-functionally with Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support to deliver an exceptional customer experience. 

• 8+ years of experience in customer success, account management, or a related role. 

• Working knowledge of the cybersecurity, cloud, and networking markets. 

• Comprehensive understanding of all aspects of the customer lifecycle. 

• Proven ability to influence customer relationships through persuasion, negotiation, and consensus building. 

• Customer-centric and proactive team player with the empathy to drive loyalty and adoption. 

• Exceptional follow-through skills with the ability to manage competing customer requests in a fast-paced environment. 

• Demonstrated ability to execute effectively despite ambiguity and obstacles. 

• Outstanding customer service skills, with the capability to make trade-off decisions when necessary. 

• Deep understanding of value drivers in recurring revenue business models. 

• Analytical and process-oriented mindset, focused on continuous learning and improvement. 

• Excellent communication and presentation skills. 

• Relevant Bachelor’s degree or equivalent experience. 

• A strong advocate for customer needs, committed to ensuring their success. 

• Empathetic and proactive, with the ability to drive customer loyalty and adoption. 

• Adaptable and resilient, thriving in a fast-paced environment with multiple priorities. 

• A collaborative team player who excels in cross-functional partnerships. 

• Eager to learn and grow, continuously seeking ways to improve customer outcomes and internal processes. 

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