[Full Remote] Customer Success Manager

Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT Cybersecurity. We have hundreds of customers in more than 30 countries and we’re just scratching the surface.

As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts, driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues, and grow into a trusted customer advocate.

This is a career-defining opportunity for the right candidate to join Nozomi at a crucial moment and make a significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates through ongoing engagement, technical leadership, and outstanding communication skills.

If this sounds like you, read on. You could be the next "Nozomier"!

In this role, you will :

• Develop and manage customer portfolio.
• Own and drive the customer lifecycle – protect, nurture, and deliver exceptional service to all customers.
• Drive revenue growth by demonstrating successful achievement of customer-guided value measures.
• Minimize customer churn through success plans and lifecycle management.
• Resolve customer requests and concerns to improve customer experience.
• Enhance customer experience through data and trend analysis, providing relevant reports to influence communication and engagement strategies.
• Maintain accurate customer information to ensure internal stakeholders have clean data.
• Be a reliable contact and brand ambassador for Nozomi and its products.
• Collaborate across departments to ensure proper customer visibility and outcomes.
• Contribute to product design and development through customer feedback.
• Create training courses and educational materials for team members.
• Evaluate and improve tutorials and communication infrastructure.

To be successful in this role, you will have :

• Proven experience in customer service or success roles (preferred).
• Fluency in English.
• Experience in promoting brand image through customer experience.
• Accountability, organization, and multitasking skills.
• Self-driven and proactive attitude.
• Excellent communication and interpersonal skills.
• Leadership skills engaging with CxO to technical staff.
• Experience analyzing and optimizing customer success processes.
• Deep understanding of customer concerns and troubleshooting skills.
• High computer literacy and ability to learn new software.
• Knowledge of customer success methodologies.
• Experience in creating knowledge bases and documentation.
• Patience and active listening skills.
• Passion for service.

Who we are and what we stand for :

Nozomi Networks is a leader in OT and IoT Cybersecurity, protecting critical infrastructure, industrial, and government organizations from cyber threats by providing network visibility, threat detection, and operational insights. We innovate continuously and hire top talent to ensure our customers benefit from rapid product improvements, exceptional support, and quick deployment worldwide. If you value a challenge, integrity, and customer success, join us to build the future of OT and IoT cybersecurity.

Diversity, Inclusion, and Belonging are core to our values. We believe that diversity of thought, background, and culture broadens our understanding and helps us grow and innovate. Our differences make us stronger.

Our Global Benefits

Our benefits are tailored to your country and include:

• Health & Wellness
• Financial benefits
• Work-Life Balance initiatives
• Flexible time-off policies

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