Sr. Customer Success Manager

Netskope; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading cloud security company in Toronto seeks a Customer Success Manager to enhance customer experiences with their platform. The role involves developing value realization plans, driving product adoption, and building strong relationships with senior stakeholders. Ideal candidates will possess 5+ years of experience, a customer-centric approach, and a background in cybersecurity. This is a full-time position with opportunities for professional growth.

Benefits

Catered lunches

Employee recognition events

Social professional groups

Qualifications

• 5+ years of customer success management experience, ideally with enterprise customers.
• Empathy to drive customer loyalty and adoption.
• Successful track record in large enterprise environments.
• Proven ability to drive product adoption and expansion.
• Experience in building business-aligned cloud and cybersecurity programs.

Responsibilities

• Develop a value realization plan with customers.
• Align product capabilities to customer outcomes.
• Build relationships with customer stakeholders.
• Conduct quarterly business reviews.
• Monitor key performance metrics like customer satisfaction.
• Advocate for customers within Netskope.

Skills

Customer Success Management

Technical Platform Adoption

Relationship Building

Cybersecurity Knowledge

Business Acumen

Education

Bachelor's Degree

Tools

Data Protection Technologies

Cloud Security Solutions

Job description

About Netskope

Today theres more data and users outside the enterprise than inside causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed one that is built in the cloud and follows and protects data wherever it goes so we started Netskope to redefine Cloud Network and Data Security.

Since 2012 we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara St. Louis Bangalore London Paris Melbourne Taipei and Tokyo. Our core values are openness honesty and transparency and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships collaboration and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON) we strive to keep work fun supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter @Netskope.

About the position :

Our Customer Success Managers (CSMs) at Netskope are critical in shaping the experience of our most strategic customers as they onboard and adopt the Netskope Security Cloud platform. As a CSM you will be partnering closely with your assigned customers to understand their business goals their cybersecurity strategy and risk posture and their maturity in terms of cloud adoption. With that knowledge you will devise a value realization plan that will help your customers navigate their adoption and operationalization journey with the Netskope platform ensuring a smooth and expedient path to deriving full value from their Netskope solution.

As a Customer Success Manager you will partner across the Netskope organization to advocate for your customer - working with Sales teams Product Management Support and Engineering to ensure we are providing a joined-up experience across all aspects of the customer relationship.

You have a strong appreciation of the factors involved when organizations define and implement their security strategies; and are able to provide thought leadership and share best practices when working with senior customer stakeholders. You are able to define indicators of success during the adoption journey leveraging data and analytics to measure progress and propose improvements.

Ideal candidates should be able to effectively build and nurture relationships with senior business and technical stakeholders and in the process earn a trusted advisor status across the customer base.

Responsibilities :

• Work with customers to develop a value realization plan that outlines how platform adoption will address their cybersecurity requirements and drive positive business outcomes.
• Drive adoption through alignment of product capabilities to customer desired outcomes; demonstrating innovation; and integration with other aspects of your customers cybersecurity landscape.
• Utilize cybersecurity domain expertise to articulate Netskopes value to customers and map solutions to their business objectives and desired outcomes.
• Build relationships with customer senior stakeholders speaking on a frequent cadence to strengthen relationships while uncovering new opportunities to add value.
• Conduct quarterly business reviews to document success to date review adoption and usage metrics align on executive priorities provide adoption and usage recommendations & review product roadmap.
• Partner with customers to implement and operationalize their Cloud Security change management governance and skills programs; as they pertain to implementation of the Netskope platform (for example SOC integration building in-house capability etc).
• Establish an ongoing cadence of communication with customers across all required levels (from technical users to the C-suite).
• Recommend solutions to changing client requirements and roadblocks to adoption by assessing risks and benefits of possible approaches.
• Monitor key performance metrics such as customer satisfaction (NPS score) referencability renewal likelihood adoption maturity upsell / cross-sell opportunities and customer engagement.
• Identify root causes of any customer dissatisfaction or blockers to adoption and work with the extended Netskope account team to formulate and implement corrective action plans.

Be a customer advocate within Netskope influencing product roadmap and improvements articulating your customers business context to our Product & Platform teams.

Requirements : Essential

5 years of customer success management experience ideally working with enterprise customers to drive adoption of a technical platform or solution.

Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption

Successful track record working in and navigating large enterprise environments building trusted relationships at all levels in the organization.

Successful track record of driving product adoption and expansion through understanding the customers current situation and desired business outcomes.

Experience of building business aligned cloud and cybersecurity programs.

Able to thrive in a fast-paced start-up environment.

Exceptional follow-through with the ability to manage and drive simultaneous and competing customer requests.

Desirable

Domain knowledge in the areas of data protection security operations threat risk or identity management; technical pre / post sales experience is ideal.

Strong appreciation of technology in the cloud operations and cybersecurity space; preferred skills includesecurity and networking technologies including Proxies Next Gen Firewalls CASB SSL / IPSec SSO DLP and Encryption gateways; particularly in hybrid or cloud environments.

Ability to travel 5-10%.

Education :

Bachelors Degree preferred

LI-KL

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion race color sex marital or veteran statues age national origin ancestry physical or mental disability medical condition sexual orientation gender identity / expression genetic information pregnancy (including childbirth lactation and related medical conditions) or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

Netskope respects your privacy and is committed to protecting the personal information you share with us please refer to Netskopes Privacy Policyfor more details.

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full Time

Experience : years

Vacancy : 1