illusive-Customer Success Manager

  • Illusive Networks
  • New York City, US
  • Full-time
About The Position

This is an opportunity to be Illusive’s eyes and ears with the clients. Help them work through their needs, fine-tune our product and services to the customer’s unique needs and help them to transform the way they assess security risk, listen to their feedback to help the Product and R&D team innovate new features. Ultimately, you’re there to ensure that our customers are more successful.

In this role, you’ll own and manage customer relationships, ensuring customer satisfaction and communicating the value of our product to drive deeper, more robust engagement. You will apply your understanding of cybersecurity and of our products, services, and best practices to proactively provide support and guidance to our customers. Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, ensuring adoption, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience by collaborating with support and professional services.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, lead adoption, maximize value, and create strategies to ensure that the customer is getting value from our solutions.

 

In this role you will:

  • design success of the enterprise customer’s journey. From Pre-sales and onwards you will guide your customer down the path of success every step of the way.
  • Advocate for and be the voice of your customer. Identify and mitigate risks, promote new features and advise on best practices.
  • Serve as a trusted advisor as it relates to Illusive products and the cybersecurity industry as a whole.
  •  Drive product adoption and value realization – Identify customer’s needs and how Illusive solves their problem. Ensure all key contacts are adopted Illusive products and features
  • Build relationships with all key contacts, especially CISO and other executive-level contacts.
  • Collaborate with the sales team on Upsell, cross-sell, and renewals for existing clients.
Requirements:
  • 7 years experience in customer success roles.
  • Experience navigating enterprise organizations and demonstrated success developing strong customer relationships including C and V level contacts.
  • Experience in Cybersecurity on-premise or other security tools.
  • Technical aptitude in cybersecurity tools, and project management skills as well as a strong operational background with a proven ability to leverage customer’s business metrics to prove value and drive the customer’s journey.
  • Ability to work independently and experience working with a global team.
  • Ability to translate customer needs into achievable goals and implement them into a success plan
  • Willingness to travel regularly to customer sites.
  • Minimum Bachelor’s degree

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