Customer Success Manager-Federal

MPC Moving Picture Company; Greater London; On-site; GBP 61,000 - 91,000; Full time

Job summary

A cybersecurity company is searching for a Federal Customer Success Manager in the Greater London area. This role will focus on building strong relationships with mid-to-large US Government Agencies to enhance customer satisfaction and retention. Qualifications include over 5 years in customer success, expertise in project management, and excellent communication abilities. The salary range is approximately $82,000 – $120,000 per year, with additional commissions and benefits.

Benefits

Medical and dental benefits

Discretionary bonuses

Qualifications

• 5+ years relevant work experience in customer success or consulting roles.
• Strong consulting and project management skills.
• Excellent written and verbal communication skills.

Responsibilities

• Drive onboarding and advocacy across a portfolio of customers.
• Conduct regular cadence calls and quarterly business reviews.
• Act as a trusted advisor with all customers.

Skills

Customer success management

Project management

Communication skills

Consulting

Technical account management

Tools

Gainsight

Active Directory

AWS

Azure

Job description

Company Description

About CyberArk :

CyberArk (NASDAQ : CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description

The Federal Customer Success Manager (CSM) is a critical role to deliver our next phase of growth in CyberArk. As a Federal CSM at CyberArk, you will use your skillset to build key relationships, working closely with Directors / Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best- in- class Access and Identity products from CyberArk. The Federal CSM works with mid-to-large US Government Agencies and is accountable for ensuring these customers adopt and realize the recurring value from all CyberArk products, Perpetual or Subscription, on-premises or cloud. Your results will be increased customer satisfaction, value, retention, and expansion of the CyberArk security footprint.

Responsibilities

• Own and drive onboarding, adoption, and advocacy across a portfolio of customers.
• Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives.
• Design and execute a value roadmap for each customer in your portfolio.
• Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer.
• Conduct Quarterly business reviews to ensure successful outcomes from CyberArk solutions.
• Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
• Solidify your position as a trusted advisor / strategic advisor with all customers and drive continued value of our products and services.
• Partner with CyberArk Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to find opportunities for new usage of CyberArk across organizational functions, and build contract renewal, upsell, and cross-sell opportunities.
• Define success plans for at-risk customers and execute them in collaboration with functional team.
• Act as the voice of the customer internally to advocate customers’ needs.
• Leverage internal tools, including Gainsight, to archive customer activity and other key data points.
• Identify and communicate areas for improvement in the customer experience including both product and process.

#LI-EB1

Qualifications

• 5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles.
• Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• Previous experience working with US Federal / DoD / public sector customers highly desired.
• Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences.
• Previous experience with a Cybersecurity / SaaS solutions company and / or an enterprise software company working with large enterprise customers highly desired.
• Strong knowledge of cloud architecture (AWS, Azure, GCP) as well as on-premises IT landscape
• Solid understanding of concepts and the development of security roles within organizations
• Practical experience with enterprise Directory services (Active Directory, LDAP, Azure etc.) including support and security operations.
• Fundamental technological knowledge of networking environments
• Experience installing and supporting enterprise software on Windows and UNIX platforms.
• Prior experience with CyberArk Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and / or policy management solutions -especially in the IAM and SIEM space.
• Up to 25% travel

Additional Information

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $82,000 – $120,000 / year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.