[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.

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 customer 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 customer success plans and lifecycle management.
• Resolve customer requests and concerns, ensuring improvements to customer experience.
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies.
• Maintain customer information accuracy to ensure internal stakeholders always have clean data.
• Be a reliable point of contact and brand ambassador for Nozomi and its products.
• Work 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 department.
• Evaluate and improve tutorials and communication infrastructure.

To be successful in this role, you will have :

• Proven experience in customer service or customer success roles is strongly preferred.
• Fluent in English.
• Experience working with brand image and promoting value through customer experience.
• Accountability, personal organization, and ability to multi-task.
• Self-driven and proactive approach.
• Excellent communication and interpersonal skills.
• Leadership and competency in engaging with CxO to technical staff.
• Experience analyzing and optimizing processes in the Customer Success department.
• Deep understanding of customer concerns regarding product use, with troubleshooting skills.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• Experience in knowledge and document creation.
• Patience and active listening skills.
• Passion for service.

Who we are and what we stand for :

Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial, and government organizations from cyber threats by providing exceptional network visibility, threat detection, and operational insight. We’re always innovating and hire the best to ensure our customers have access to rapid product enhancements, exceptional engineering support, and deployment across continents. If you like a challenge 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 diversity of thought, background, and culture broadens our knowledge and helps us learn, grow, and gain new perspectives. Our differences make us stronger.

Our Global Benefits

Our benefits are tailored to your country, aiming to provide the best support. These include:

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

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