[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 high 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.

For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly 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, ensuring improvements to customer experience.
• Analyze data and trends to improve customer experience, and report relevant insights to influence communication and engagement strategies.
• Maintain accurate customer information to ensure internal stakeholders have reliable data.
• Be a reliable point of contact and brand ambassador for Nozomi and its products.
• Collaborate across departments to ensure proper customer visibility and outcomes.
• Aid in product design and development through customer feedback.
• Assist in creating training courses and educational materials for the team.
• Evaluate and improve tutorials and communication infrastructure.

To be successful in this opportunity, you will have :

• Proven experience in customer service or success roles (preferred).
• Fluent in English.
• Experience promoting brand image through customer experience.
• Strong accountability, organization, and multi-tasking 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 quick software learning ability.
• Knowledge of customer success methodologies.
• Experience in creating knowledge bases and documentation.
• Patience and active listening skills.
• A 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 with network visibility, threat detection, and operational insights. We innovate continuously and hire top talent to ensure fast product enhancements, exceptional support, and rapid deployment worldwide. If you thrive on challenges and value integrity and customer success, join us in building the future of OT and IoT cybersecurity.

Diversity, Inclusion, and Belonging are core to our values. We believe that diverse perspectives broaden our knowledge and fuel innovation. What makes us different makes us powerful.

Our Global Benefits

Benefits are tailored to your country, including:

• Health & Wellness
• Financial benefits
• Work-Life Balance
• Flexible Time-Off

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