Customer Success Manager

Cognyte; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Cognyte is seeking a Customer Success Manager to manage post-sales relationships, drive onboarding and renewals, and ensure successful product adoption. You will collaborate with product, engineering, sales, and support teams, monitor health metrics, and mitigate risks while maximizing value for customers.

The role requires 5+ years in customer success, strong cybersecurity understanding, and fluency in English.

Qualifications

• 5+ years of proven experience as a Customer Success Manager.
• Demonstrated success leading onboarding and renewal processes for complex products and environments.
• A technical background with the ability to understand and communicate complex cybersecurity concepts.
• Strong problem-solving and analytical skills.
• Excellent organizational skills with the ability to multitask effectively.
• Fluent English, with exceptional verbal, written, and presentation skills for both technical and non-technical audiences.
• Sales experience, preferably involving renewals, upsells, and cross-sells.
• Willingness to travel PAN India - 50%.
• Previous experience working globally with large B2B/G customers, including C-level executives, preferably within the government sector

Responsibilities

• Manage complex customer relationships throughout the post-sales lifecycle, including onboarding, adoption, and renewal phases.
• Collaborate cross-functionally with sales, support, and product teams to ensure alignment with customer needs and priorities.
• Monitor customer health metrics, identify potential risks, and develop mitigation strategies.
• Drive customer retention and growth by aligning solutions with customer business objectives and ensuring successful product adoption through training and best practices.
• Maintain proactive communication, identify opportunities for deeper engagement, and track KPIs to maximize customer satisfaction and value.
• Act as the customer advocate within Cognyte, influencing product and service enhancements.

Skills

Customer Success Management

Onboarding

Renewals

Cross-functional collaboration

English communication

Travel PAN India

Cybersecurity concepts

Tools

CRM software

Job description

Curious about what it’s like to work at Cognyte?

At Cognyte, you’ll collaborate with expert colleagues around the globe to solve problems most people will never even know exist!

You’ll be part of building unique solutions shaped by real investigative methodologies, enabling our customers to identify, investigate, visualize and prevent criminal, terror and security threats worldwide.

These solutions are used by law enforcement, national security, and national and military intelligence agencies in almost 100 countries to turn massive, diverse data into clear, actionable intelligence for a safer world.

We are currently looking for a Customer Success Manager. This is a high-profile, client-facing role where you will serve as a trusted advisor, building long-term relationships with our customers.

You will collaborate closely with product, engineering, sales, support, and other internal teams throughout the post-sales journey, driving value through successful onboarding, adoption, enablement, expansion, and Annual Maintenance Contract (AMC) renewals.

As a Cognyter, you will:

• Manage complex customer relationships throughout the entire post-sales lifecycle, including onboarding, adoption, and renewal phases
• Collaborate cross-functionally with sales, support, and product teams to ensure alignment with customer needs and priorities
• Monitor customer health metrics, identify potential risks, and develop mitigation strategies
• Drive customer retention and growth by aligning solutions with customer business objectives and ensuring successful product adoption through training, best practices, and ongoing sessions
• Maintain proactive communication, identify opportunities for deeper engagement, and track KPIs to maximize customer satisfaction and value
• Act as the customer advocate within Cognyte, influencing product and service enhancements

For that mission, you’ll need:

• 5+ years of proven experience as a Customer Success Manager
• Demonstrated success leading onboarding and renewal processes for complex products and environments
• A technical background with the ability to understand and communicate complex cybersecurity concepts
• Strong problem-solving and analytical skills
• Excellent organizational skills with the ability to multitask effectively
• Fluent English, with exceptional verbal, written, and presentation skills for both technical and non-technical audiences
• Sales experience, preferably involving renewals, upsells, and cross-sells
• Willingness to travel PAN India - 50%
• Previous experience working globally with large B2B/G customers, including C-level executives, preferably within the government sector