Onboarding Customer Success Manager

CyberArk; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading cybersecurity company is seeking an Onboarding Customer Success Manager to own the onboarding journey for a portfolio of EMEA customers. This position involves coordinating resources to ensure successful onboarding experiences, driving customer outcomes, and fostering relationships to maximize customer success. The ideal candidate will have extensive experience in managing complex onboarding projects and strong communication skills.

Qualifications

• 5+ years in software onboarding for enterprise customers.
• Experience managing executive-level relationships across EMEA.
• Knowledge of Identity & Access Management and cloud platforms preferred.

Responsibilities

• Drive onboarding projects and establish success criteria for customers.
• Lead change-management workshops and deliver training.
• Monitor KPIs and assist with renewal and upsell strategies.

Skills

Project Management

Communication

Change Management

Customer Relationship Management

Technical Enablement

Tools

Smartsheet

Monday.com

Jira

Gainsight

Job description

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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

As an Onboarding Customer Success Manager (OB-CSM) you own the onboarding journey for a portfolio of EMEA wide customers. Your mission is to accelerate time-to-value, establish clear success criteria and drive customers towards their outcomes. You will orchestrate cross-functional resources (Services, Support, Sales Engineering, Product and Partners) to deliver a repeatable, programmatic onboarding experience that drives strong adoption and lays the foundation for expansion.

Key Responsibilities

• Drive onboarding projects from contract signature to foundational value - create and execute project plans, manage risk, track milestones and keep executive stakeholders informed.
• Define success plans and measurable business outcomes in collaboration with customer sponsors; ensure early wins are documented and communicated.
• Lead technical enablement and change-management workshops; coordinate delivery of CyberArk University, Partner or self-service training assets.
• Establish governance cadence - weekly steering calls and a 60-day executive business review to validate value realization.
• Monitor support cases and product telemetry to remove adoption blockers quickly.
• Partner with Sales on renewal and upsell strategy once onboarding KPIs are met.
• Continuously improve the EMEA onboarding playbook by capturing lessons learned, building templates, and mentoring colleagues.
• Contribute feedback to Product Management on early-life customer experience and feature gaps discovered during onboarding.

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Qualifications

• 5+ years leading complex, multi-threaded software onboarding or implementation projects for enterprise customers.
• Proven ability to manage executive-level relationships across multiple countries and cultures within EMEA.
• Demonstrable success using outcome-based frameworks (OKRs, Success Plans, CSAT/NPS) and project-management tools (Smartsheet, Monday.com, Jira or similar).
• Experience with Gainsight or similar customer success products.
• Strong knowledge of Identity & Access Management, Windows/Active Directory and one or more cloud platforms (AWS, Azure or GCP).
• Excellent communication skills in English; proficiency in at least one additional European language strongly preferred.
• Willingness to travel up to 15% across EMEA for key workshops and executive reviews.

Additional Information

We are proud to foster a diverse and inclusive workplace, where every individual's unique background, perspective, and contribution is celebrated. We believe that by embracing diversity, we drive innovation and create a stronger, more united team. Inclusion is at the heart of who we are and how we succeed. All qualified applicants will receive consideration for employment without regard to race, colour, age, religion, sex, sexual orientation, gender identity, or disability. Upon conditional offer of employment, candidates are required to complete a comprehensive background check as per our internal policy.

CyberArk is an equal opportunities employer. If you would like any special arrangements made for your interview, please inform the EMEA Talent Acquisition team upon your application so that we may take steps to accommodate your needs.