Customer Success Manager

Infotree Global Solutions; Bilbao; Presencial; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A leading company is seeking a Sr. Customer Success Manager to enhance SASE business across EMEA. This role involves driving customer adoption, managing relationships, and ensuring client success in a dynamic environment. Candidates must have a strong background in customer success, cybersecurity, and SaaS, with excellent communication skills. The position requires collaboration with various teams and may involve travel. Fluency in English is essential, and knowledge of additional EMEA languages is a plus.

Formación

• Experience in pre-sales, account management, or customer success roles.
• Strong consulting and project management skills.
• Fluent in English; knowledge of EMEA languages is a plus.

Responsabilidades

• Lead product onboarding and drive customer adoption.
• Develop strong partnerships with customer stakeholders.
• Monitor key performance metrics and deliver business reviews.

Conocimientos

Customer Success

Cybersecurity

SaaS

Project Management

Consulting

Communication

Educación

Project Management Professional (PMP)

PRINCE2

ITIL

Herramientas

Amazon Web Services

Google Cloud Platform

Azure

Descripción del empleo

Looking for candidates for a long term contract position of Sr. Customer Success Manager based in Madrid, Spain.

We are looking for an Sr Customer Success Manager - SASE to work in the EMEAL Customer Success department with a focus on the continuous expansion of our SASE business across EMEA.

This position will report to the Sr Manager of SASE Customer Success EMEAL and is a great opportunity for a talented individual who has the desire to associate with a fast-growing company in a truly international environment.

This role may require travel to business meetings and events and requires reliable transportation to do so. If a contractor hire chooses to drive with customers as their passengers or for other business reasons, hires must be in possession and maintain a valid driver’s license.

Your Impact

This position calls for someone who possesses a good background in Customer Success, Cybersecurity and SaaS and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.

• Lead client's product onboarding experience, adoption, and expansion across a range of relationships.
• Be the customers’ guide through the entire post-sales journey, and advocate in influencing product roadmap and improvements.
• Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption - consult them on when to consider expanding their platform, adopt new features, how to reduce time to value, upgrade software and / or hardware.
• Advise the customer on their platform adoption, their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teams.
• Coach customers on how to establish and implement their Network Security change management, governance, the center of excellence programs.
• Identify and escalate risks and issues to the customer and Support team to achieve client success.
• Gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support.
• Identify risks to customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness.
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team.
• Monitor key performance metrics like customer satisfaction, renewal rate, product upsell / cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics.
• Proactively engage Customer Support and Engineering to monitor and resolve complex technical issues.
• Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team. This and other deliverables might require travelling to customers' sites (nationally or internationally) regularly, potentially up to 30% of the time.
• Internal collaboration with other services teams.

Your Experience

• Pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption, along with client facing sales / services experience.
• Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) and in cybersecurity.
• Experience in or ability to work with technical support and / or professional services within the high-tech industry.
• Experience with a SaaS solutions company and / or an enterprise software company.
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers - Preferably holds Project Management or Service Delivery qualifications such as PMP, PRINCE2, and ITIL.
• Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results.
• Ability to identify key customer stakeholders to engage and build relationships without direct supervision.
• Ability to influence teams across the organization to achieve desired customer outcomes.
• Passionate about driving and tracking a consistent engagement process with all supported customers.
• Ability to multi-task and work in a dynamic environment to address emerging security risks and challenges.
• Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms.
• Preferred Knowledge of Networking.
• Knowledge of CyberSecurity Network Security is expected.
• Knowledge of heterogeneous environments used by enterprise customers.
• Positive, growth-oriented mindset.
• Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
• Fluent in English. More EMEA languages would be a highly appreciated asset.

Please note, only candidates eligible to work in Spain can apply.

If interested, please get in touch with me on LinkedIn or drop an email with your recent CV on and I'll get back to you at the earliest.

Best Regards,

Usha

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