Enterprise Customer Success Manager

🔥 14 hours ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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BeyondTrust

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

💰 Private Equity Round on 2021-05

Cybersecurity

BeyondTrust is a company that specializes in providing cybersecurity solutions. They focus on offering products and services that protect organizations from internal and external threats, and their solutions often involve privileged access management to secure and manage the identities and credentials of users accessing critical systems and data.

📋 Description

• Agree measurable business outcomes and success criteria with each customer; baseline them, track progress, and report evidence of value delivered • Build and run outcome-based success plans for every account, covering each stage of the customer journey with clear milestones and owners • Drive adoption of purchased capabilities using usage data to identify unrealised value and improve product use • Own account health, monitor usage, sentiment, engagement and delivery signals, and manage remediation plans • Lead executive success reviews covering outcomes, usage, risk and roadmap fit, and build customer ROI cases • Share account health, risk and value insights with Sales and Renewals to support renewal and expansion conversations • Lead cross-functional responses to escalated customer issues and manage executive-level escalations to resolution • Coordinate with Services, Education, Technical Account Management, Support, Solution Engineers, Sales and Renewals • Surface customer feedback and feature requests to Product and develop referenceable customers and case studies • Maintain strong knowledge of BeyondTrust solutions to guide successful adoption, value realization and outcomes

🎯 Requirements

• 2+ years in customer success, technical account management or a similar post-sale role, managing enterprise customers • Track record of driving product adoption and demonstrating measurable customer outcomes • Experience building and running success plans and using health scoring and usage data to identify and mitigate account risk • Experience leading success reviews and building credibility with senior stakeholders • Experience managing escalations and de-escalating customer concerns, driving cross-functional actions through to resolution • Ability to manage a portfolio of strategic accounts and prioritise effectively in a fast-paced environment • Excellent written and verbal communication, including translating technical detail into business value • Proactive approach: anticipating risk and acting before issues escalate • Cybersecurity experience, ideally privileged access management or identity security, and knowledge of BeyondTrust products (nice to have) • Background in customer success, technical customer success, technical presales, technical account management or professional services (nice to have) • Awareness of cybersecurity and software trends (nice to have) • Experience with Salesforce, Gainsight and Microsoft Office (nice to have)

🏖️ Benefits

• Culture of flexibility, trust, and continual learning • Growth recognition and opportunities for continual learning • Diversity and inclusion values • Employee care and support

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