Customer Success Manager - Industrial

BlueSnap, Inc; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to foster relationships with top-tier clients and ensure the successful adoption of innovative products. This role emphasizes customer satisfaction and retention, requiring expertise in navigating complex customer journeys. The ideal candidate will thrive in a collaborative environment, working closely with internal teams to deliver exceptional outcomes. Join a forward-thinking company that values work-life balance and personal development, offering a hybrid working culture that suits individual preferences. If you are passionate about customer success and want to make a meaningful impact, this opportunity is for you.

Benefits

Healthy work-life balance

Biannual company-wide shutdown

Career growth opportunities

Professional courses

Transparent company culture

Diverse and inclusive environment

Qualifications

• 3-5 years in Customer Success or Account Management in a B2B environment.
• Experience working cross-functionally with Support, Deployment, Product, and Sales.

Responsibilities

• Own customer happiness and retention, serving as the primary contact.
• Orchestrate customer journey and ensure successful product adoption.

Skills

Customer Success Management

Account Management

B2B Cyber/OT Experience

Cross-Functional Collaboration

Cyber Security Knowledge

Fluency in English

Fluency in Spanish or Italian

Job description

We’re growing and looking to hire Customer Success Manager who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.

About Claroty:

Claroty is on a mission to secure cyber-physical systems across industrial, healthcare, commercial and public sector environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access.

Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in cyber-physical systems protection, with backing from the world’s largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.

Responsibilities

As a Customer Success Manager in Claroty, you will own the customer’s happiness and you lead the path to success with Claroty.

You will be the primary point of contact for our top-tier customers, nurturing relationships with all levels (senior executives included), and ensuring the successful adoption of Claroty products.

With subject matter expertise in the product and industry, you’ll navigate the customer through a customized journey that addresses their unique needs, delivering desired business outcomes and becoming their trusted advisor every step of the way.

As the quarterback of the customer experience, you’ll orchestrate internal teams to deliver exceptional outcomes, aligning efforts across departments.

Key Responsibilities

• Own the customer happiness and retention
• Customer relationship management - Serve as the primary point of contact for customers, building and nurturing relationships across all levels, including C-suite executives.
• Orchestrating customer journey towards desired business outcomes:
• Leverage subject matter expertise in the product and industry to guide customers toward successful product adoption
• Monitor customer health and usage, and proactively address challenges to ensure customers maximize the value of the product.
• Cross-Functional Collaboration & Orchestration
• Act as the quarterback of the customer experience, orchestrating internal teams (e.g., Support, Product, Sales) to align efforts and deliver a seamless experience.

Requirements

What do you need to succeed in this role?

• 3-5 years in a Customer Success, Account Management, or related role in a B2B cyber/OT environment, preferably with a SaaS or technical product.
• Experience tracking achievement of customer objectives and identifying opportunities for improvement.
• Experience working cross-functionally with teams such as Support, Deployment, Product, and Sales to deliver an excellent customer experience.
• Experience working with Cyber Security Stakeholders
• Previous experience in consulting - Advantage
• Full proficiency in English is a must
• Full proficiency in Spanish or Italian is a must
• Ability to travel (25%)

Why Claroty? Our Culture and Benefits:

• Claroty is a people first company. With strong bonds amongst the team, we believe in prioritizing personal care and support over work, confident that results follow from a harmonious environment. We celebrate professional and personal successes, committed to fostering a diverse and inclusive space.
• Stability, we demonstrate continued growth over the past few years, raised over 700M$ from top tier investors, we have top tier board members and our products are sold worldwide, over 1000 customers.
• We understand the importance of maintaining a healthy work-life balance, and encourage people to take the time they need to rest and prioritize their mental and physical health. We also provide a biannual “ClaroBreak”, a company-wide long weekend shutdown so we can all rest, recharge and spend time with our loved ones.
• We care about your development. At Claroty, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration within the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
• We believe in transparency and openness. That’s why we regularly hold company all-hands, town hall meetings, and “Coffee with the CEO” sessions. We also conduct round table sessions and employee satisfaction surveys, to keep a pulse on what matters most to our team members and make our culture the best it can be.
• While we have physical offices in New York, Tel Aviv, London and Singapore, we also embrace a hybrid working culture. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.

Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.

You’re more than welcome to follow us on social media: