Senior Customer Success Manager

Role Overview

Join Nozomi Networks as a Senior Customer Success Manager to engage and build meaningful relationships with critical accounts, driving customer satisfaction, successful product use, and customer retention. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.

What You Will Do

Develop and manage customer portfolio, drive revenue growth, minimize customer churn, resolve customer requests and concerns, improve customer experience through data and trend analysis, and maintain customer information accuracy.

Why It Might Be a Fit

The ideal candidate should have 4+ years of proven experience in a customer success position, experience onboarding customers, driving adoption, and consistently achieving business outcomes, as well as strong organizational skills, technical skills, and experience working with brand image and promoting value through customer experience.

Requirements

• 4+ years of proven experience in a customer success position supporting a technical product
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills – confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience
• Accountability, personal organization, and ability to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff
• Experience analyzing and optimizing processes in the Customer Success department
• Patient and active listener
• Passion for service

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) plan
• Employer matching program
• Flexible paid time off
• Paid holidays
• Paid parental leave