Customer Success Manager

Forcepoint; Województwo mazowieckie; On-site; PLN 120,000 - 180,000; Full time

Job summary

Forcepoint is seeking a Customer Success Manager to deliver value to customers by guiding them on Forcepoint cybersecurity solutions and addressing goals and risks.

You will build strong relationships, drive adoption, conduct business reviews, and relay customer feedback to Sales, Product, and Support teams to ensure continued success and growth.

Qualifications

• 4–6+ years in a customer-facing role such as Customer Success, Account Management, or related field.
• Technical domain knowledge in networking, cybersecurity, ITSM, AI, and related areas.
• Ability to engage with subject matter experts across Forcepoint areas.

Responsibilities

• Build strong, trusting relationships with Forcepoint customers.
• Drive adoption of Forcepoint solutions to meet goals.
• Navigate challenges and orchestrate Forcepoint resources.
• Provide recommendations and best practices for solution usage.
• Conduct regular business reviews to track progress and uncover expansion opportunities.
• Relay customer voice to Sales, Product Management, or Support.
• Monitor product utilization and health-scores for alignment.

Skills

Customer relationship management

Communication

Problem solving

Cross-functional collaboration

Proactive mindset

Attention to detail

Learning mindset

Job description

At Forcepoint, a Customer Success Manager is a key strategic team member that helps deliver value to our customers. Through proper execution in this role, you will build customer loyalty and advocacy. Forcepoint’s Customer Success Managers are trusted advisors for our customers on how to use our cybersecurity solutions to address their specific goals, challenges, and risks. This is an exciting time to be at Forcepoint; we are delivering innovative cybersecurity solutions to our customers, such as our Data-first SASE platform, to help them achieve their strategic initiatives.

Key Responsibilities:

You will build strong, trusting relationships with Forcepoint customers, by doing the following:

• Understanding customer goals for utilizing Forcepoint cybersecurity solutions and helping customers to realize value through their Forcepoint investment.
• Driving the customer’s adoption of their Forcepoint solutions, to help achieve their set goals.
• Navigating the customer through any challenges they might face, orchestrating the proper tactics and Forcepoint resources as needed.
• Providing recommendations and best practices to the customer, on how to best utilize their solutions.
• Performing regularly scheduled business reviews with customers, to review progress towards reaching their goals. This is also an opportunity to learn about additional goals we might be able to help them achieve.
• Relaying the customer voice to various parts of the Forcepoint organization, such as Sales, Product Management, Professional Services, or Technical Support.
• Monitoring customer product utilization and health-scores, ensuring consistent alignment with internal and external teams.

Through these actions, you will help Forcepoint achieve our business goals, including:

• High customer renewal rates.
• High customer satisfaction rates.
• Discovery of expansion opportunities.
• Proper prioritization of product improvements or updates, which will help deliver more value to our customers.
• Identifying potential reference customers and case studies.

Requirements:

Experience: 4-6+ years prior experience in a customer-facing role such as Customer Success, Account Management, Relationship Management, or a related field.

Technical domain knowledge: Prior experience in technical disciplines related to networking, cyber security, ITSM, AI, and similar areas.

While not a hard requirement, exceptional candidates will have the ability to engage meaningfully with subject matter experts in the following areas:

• Network security solutions such as Firewall, IPsec VPN, IDS/IPS, SSL VPNetc.
• Networking principles such as Layer 2 and 3, TCP/IP, 3-way handshake, DNS etc.
• Enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in-depth understanding of server operating systems such as Linux and Windows
• Information security concepts

Commitment:

You are passionate about customer satisfaction and their results. The customer can count on you to deliver on your promises.

Communication:

Ability to communicate effectively at all levels, both within Forcepoint and within the customer’s organization, including senior management.

Service Orientation:

Proven ability to provide world-class service and support through effective task management and issue ownership.

Collaborative:

Ability to work with cross-functional teams at Forcepoint, to address customer concerns and help them achieve their goals.

Process Orientation:

Strong drive to follow and improve processes to ensure consistent outputs.

Creativity:

Ability to solve problems creatively, including stepping outside of process when necessary.

Attention to Detail:

You are a patient and active listener when interacting with customers. You capture information from these interactions correctly and accurately.

Proactive mindset:

You will establish a regular cadence with customers, helping to build rapport and trust. This will help you to be early in identifying expansion opportunities or customer satisfaction issues that need to be addressed. You may also need to contact customers on a non-scheduled basis, to provide follow-up on those same topics.

Desire to learn:

You will need to keep up with Forcepoint’s product developments, industry news, and the competitive landscape.