Customer Success Manager

Job Title: Customer Success ManagerAbout Skyhigh Security: Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity. Role Overview: Skyhigh??????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? ???????????????????????????????????????????????????????????????????????????????????POC????????????????????????????????????????????????????????????????????????????????????????? Skyhigh??????????? - ?????????????????????????????????????Skyhigh????????????????????????? - Skyhigh?????????????????DLP?SSE?DSPM????????????????????????????????????? - ???????????Skyhigh???????????????????????Skyhigh?????????????????????? - ?????????Skyhigh??????????????? - ?????????????????????????????????????????????????????????????????????? - ????????????????????????????????????????????????????? ?????????????????? - ?????????????????????????????????????????????????????????? - ????????????????????SI????????????????????????????????????????????????????Skyhigh????????????? - ????????????????????????Skyhigh?????????????????????????????????????? - Skyhigh??????????????????Skyhigh??????????????????????????????????????????????????????? - ??????????SI?????????????????????Skyhigh????????????????????? - ????????????????????????????????????????????/?????????????????????????????????????????????? - Skyhigh??????????????SI??????????????????? Skyhigh???????????????????????????? - Skyhigh??????????????????????????Skyhigh???????????????????????????????? - ??????????????????????Skyhigh?????????????????????????????????????? - ????????????????????????????????Skyhigh?????????? Skyhigh??????????? - CSM????????????????????????????????????SI???????????????????????????????? - ?????????????????????????????????????????????Skyhigh?????????????????????????????????????????????????????????????????????????????? - CSM?????????????Skyhigh????????????????????????????????????????Skyhigh????????????????????????????????????????? - CSM?????????????????????????????????????????????????Skyhigh??????????????? ???? - Skyhigh???????????????????????????????????????????????????? - ?????????????????????????????????????????CRM?????????????????????? ?? ??????????????????????????: - ??????????????????ARR?????????????6??????????????????????????????????????3????? - IT/?????????????????????????????????????????????8????????? - ??????????????????????????????????????? - ?????????????????????????????????????????????????? - ??????????????????????????????????????????????????????? - ?????????????????????????????? - ????????????????????????????????? - ????????????????????????????????????????????? - ??????????????????????????????????????????????????? - ?????????????????????????????????????????????????????????? - ????????????????????????????????????????? - CRM????Salesforce?ChurnZero?????????????????????????????????? ??????????????????????: - SWG?CASB?????????????????????????????????????????????? - ?????????????CISSP?CISM?????????????? - PMP??????????? Key Responsibilities Engagement with Skyhigh Sales Team - Attend end user (customer) and partner meetings with the Sales team to gain introductions and understanding of end user’s requirements from Skyhigh - Share with end users and partners our DLP, SSE, DSPM best practices and critical capabilities across the Skyhigh solution suite - Help to connect end user requirements to Skyhigh solutions, validate feasibility and demonstrate Skyhigh features - Understand the competitor landscape and present Skyhigh’s competitive differentiation - Conduct a gap analysis to understand adoption and expansion opportunities in the end user environment using internal telemetry and discussions with the account team - Participate in weekly internal reviews and business planning meetings with the Sales team and actively find opportunities to collaborate closely Engagement with End users (Strategic Customers) - Serve as the primary point of contact for assigned accounts, building strong, trusted, long-term relationships. Responsible for overall customer health and satisfaction. - Understand the end user’s current entitlements and the Skyhigh solution being used actively in the end user’s environment using internal telemetry tools and discussions with partners and SIs. - Prepare a mutual success plan in discussion with the partner and end user to understand their objectives, use cases and desired outcomes from Skyhigh - Create an adoption plan to meet the end user’s requirements and recommend best practices using Skyhigh’s solution suite, by collaborating with Skyhigh technical consultants. - Work with end user or SI partner to ensure timely and high quality deployment of Skyhigh in end user environments. - Conduct business reviews and regular operational service reviews focussing on support quality, product queries, product utilization, adoption and new features/recommended use cases for the customer - Gather feedback from SI and end user teams on Skyhigh products Engagement with Skyhigh Distributor and Resellers (Partners) - Participate in discussions with Skyhigh distributors and resellers to discuss Skyhigh deployments, features, use cases and competitive differentiation - Act as an escalation point for Skyhigh distributors and resellers if there are any issues or concerns related to your managed customers. - Gather product feedback from partners and share with internal Skyhigh product team for their review Engagement with Skyhigh Support Team - The CSM may coordinate between external stakeholders (end user, SI, partner) and internal Support team for high severity cases. - Help to prioritize certain support cases and gather necessary technical information to share with Skyhigh core engineering for faster resolution of end user issues. Regular updates will be provided via the support ticket by the assigned support engineer - The CSM may coordinate between external stakeholders and Skyhigh Support team to validate if an issue requires a product enhancement request and help to raise a request with the Skyhigh Product team and coordinate with them to share updates with the end user - The CSM may coordinate with Skyhigh support to gather inputs for periodic operational service reviews with end users as required Self-development Responsibilities - Continuous learning on Skyhigh product deployment, competitive differentiators, use cases, new features and industry best practices - Participate in product trainings, prepare customer-facing documents as per service plan deliverables, maintain account health information on internal CRM systems. Qualifications General Background and Experience required for a Customer Success Manager: - 6+ years of direct customer experience managing coverage of Enterprise level customer or high-ARR accounts, with at least 3+ years of experience with Enterprise level accounts. - 8+ years of previous work experience in a Customer Success or Technical Account Management role within the IT/cybersecurity sector. - A working knowledge of networks, cybersecurity products and solutions. - Exceptional relationship management skills with the ability to engage both technical and business stakeholders. - Strong project management skills, with experience managing customer onboarding, training, and implementation projects. - Strong problem-solving skills with a proactive, customer-first mindset. - Ability to manage multiple accounts while prioritizing key customer needs. - Exceptional attention to detail, ensuring accuracy in project planning, execution, and reporting. - Extensive capability to understand customers' distinct use cases and how they align to the project goals. - Influencing skills to drive alignment, manage expectations, and gain buy-in from cross-functional teams and stakeholders. - Strong verbal and written communication skills along with excellent presentation skills - Experience working with CRM tools (Salesforce, ChurnZero, etc.) or other Customer Success platforms. It would be great if you also have the following, but they are not required: - Experience working specifically with solutions such as SWG, CASB, Zero Trust, Endpoint Security, or similar. - Cybersecurity certifications (CISSP, CISM, or equivalent) are a plus. - PMP project management certification Company Benefits and Perks: We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. - Retirement Plans - Medical, Dental and Vision Coverage - Paid Time Off - Paid Parental Leave - Support for Community Involvement We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. Our Commitment to You : At Skyhigh Security, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications. Skyhigh Security conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process. Skyhigh Security also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Skyhigh Security will never keep any original work authorization documents that we may be required to review during the hiring process.

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