Senior Customer Success Manager/Engineer

About The Position

TLDR – What are we looking for? 

This person will act as a trusted adviser to our customers and be the primary point of contact post sales for implementation and operationalization to ensure customer success and satisfaction.   Foundational hire that requires resourceful know-how and able to bring best practices for a successful customer experience.

Key Responsibilities:

• Client Onboarding and Adoption: Lead the onboarding process for new customers, working closely with cross-functional teams to ensure a smooth implementation.  Focus on enablement and value realization for multiple personas in the customer organization.
• Technical focal point: Serve as the primary technical point of contact and be technical authority of Dig’s platform. Manage troubleshooting and issue resolution. Monitor client environment, provide technical guidance and recommendations.
• Proactive Engagement: Regularly engage with customers sharing best practices, insights, and updates on new features. Anticipate client needs and address potential issues before they escalate.
• Relationship Building: Develop and nurture strong, long-lasting relationships with customers at various levels within their organizations. Understand their business goals and challenges, acting as a trusted advisor to drive value and success.
• Account Health Monitoring: Monitor the health and usage of the customer’s accounts, identifying any potential risks or opportunities for improvement. Collaborate with the technical team to address and resolve issues.
• Renewals and Expansion: Drive contract renewals and identify expansion opportunities. Ensure long term value for the customers’ journey and life-cycle.  Drive product adoption based on customer success criteria.
• Customer Advocacy: Serve as the voice of the customer within the company, providing feedback and insights to shape product development and improvements. 
• Education and Training: Conduct training sessions, webinars, and workshops to educate customers about Dig’s platform’s capabilities and best practices. 

Requirements:

• 5+ years of client facing experience with roles similar to: Customer Success Engineer, Post Sales Solution Engineer, Technical Account Manager or Customer Success Manager in the cyber security field.
•  Fundamental expertise with the cloud technology industry such as AWS, Azure, and/or GCP  (in SaaS organizations)
• Strong understanding of cloud technology, cybersecurity principles, and industry trends.
• Technical proficiency in areas surrounding CSPM, Cloud Security, Cloud Infrastructure, Data Security, DLP, Compliance, Containers
• Knowledge of PaaS, IaaS, DbaaS
• Excellent communication and interpersonal skills, 
• Problem-solving mindset with the ability to handle challenging situations and find creative solutions.
• Results-oriented with a demonstrated track record of driving customer satisfaction and retention.
• High level of accountability and ownership of goals and performance targets