Technical Customer Success Manager (Mumbai)

Check Point Software; Mumbai; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Check Point Software Technologies is seeking a Senior Customer Success Manager to drive customer outcomes within a strategic program. You will coordinate with account teams, own remediation plans, and lead escalations to ensure fast, effective resolution while aligning resources across onsite and remote support.

Strong PM skills and security domain knowledge are essential. The role emphasizes proactive customer engagement, cross‑functional collaboration, and clear communication with executive

Qualifications

• 8–12 years of experience with Check Point solutions or similar cybersecurity environments.
• Experience in Security Engineering, Support, Integration, or Customer Success (advantageous).
• Strong end‑to‑end project management capabilities for complex initiatives.
• Customer‑first mindset focused on improving customer environments.
• Excellent written and verbal communication; ability to simplify technical information.
• Fluency in English; other languages a plus.
• Strong organizational skills with ability to manage multiple workstreams.
• Ability to communicate with executive leadership, summarizing complex challenges clearly.
• Familiarity with ticketing and project management tools.

Responsibilities

• Proactively engaging with customers and coordinating with Check Point account teams to align resources and support projects.
• Own the recovery project plan and serve as the single point of contact for remediation activities.
• Drive timely escalations and ensure rapid, effective assistance and resolution.
• Coordinate onsite and remote support based on customer needs.
• Monitor support calls and collaborate with technical teams to drive swift resolutions.
• Plan and review major upgrades, refreshes, and new deployments with minimal disruption.
• Develop joint success plans to understand security needs and operational challenges.
• Provide proactive knowledge transfer to customers, partners, and field teams for long-term readiness.
• Maintain comprehensive activity tracking and reporting for visibility.

Skills

Project management

Customer success mindset

Communication skills

Fluency in English

Organizational skills

Executive communication

Ticketing systems

Project management tools

Tools

Ticketing systems

Project management tools

Job description

Why Join Us?

Check Point Software Technologies is a global leader in cyber security solutions, dedicated to protecting corporate enterprises and governments worldwide. For over 30 years, our mission has been to secure the digital world for everyone, everywhere. From pioneering stateful firewalls to our AI-powered, cloud-delivered security solutions, we are committed to safeguarding organizations with an industry-leading 99.9% prevention rate.

Key Responsibilities

About The Program

The Check Point Customer Success Program provides a select group of customers with access to headquarter-level resources focused on environment stabilization, process improvement, and long-term operational excellence. As part of this program, Customer Success Managers (CSMs) work closely with strategic customers and internal teams, ensuring seamless coordination, executive visibility, and a proactive approach to customer success.

Key Responsibilities

You will be responsible for:

• Proactively engaging with customers and collaborating with assigned Check Point account teams to coordinate efforts, align resources, and support ongoing challenges and projects.
• Owning the recovery project plan, serving as the single point of contact for all remediation activities.
• Driving rapid and effective escalations, ensuring timely assistance and resolution.
• Coordinating onsite and remote support, based on customer needs and environment dynamics.
• Monitoring support calls (SRs) from the moment they are opened and working in full coordination with technical teams to drive swift resolution.
• Planning and reviewing major upgrades, refresh projects, and new deployments, ensuring minimal disruption and strong alignment with customer environments.
• Developing joint success plans with customers to understand current and future security requirements, operational challenges, and areas for improvement.
• Delivering proactive knowledge transfer to customers, partners, and field teams to support long-term stability and operational readiness.
• Maintaining comprehensive activity tracking and reporting to ensure full visibility for internal teams and customer stakeholders.

Qualifications

What you will bring to the table:

• 8-12 years of experience working with Check Point solutions, including security appliances, software gateways, cloud technologies, management platforms, Endpoint, and mobile solutions.
• Previous experience in Security Engineering, Support, Integration, or Customer Success (advantageous).
• Strong project management expertise, with the ability to drive complex initiatives end-to-end.
• A customer-first mindset with a genuine passion for solving problems and improving customer environments.
• Excellent communication skills, with the ability to influence and simplify technical information.
• Fluency in English; familiarity with additional languages is an added advantage.
• Strong organizational skills, with a structured and detail-oriented approach to managing multiple workstreams.
• Ability to communicate with internal and customer executive leadership, summarizing complex challenges into clear, concise messages.
• Familiarity with ticketing and project management tools.