Customer Success Manager

Netwri; United States; Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Continuous Learning

Team Environment

Town Hall Meetings

Career Growth

Job summary

Netwrix is seeking a Customer Success Manager to drive customer happiness, retention, and expansion. You will understand client needs, guide them through onboarding, and define KPIs to measure value across the customer lifecycle.

Join a remote-first company with a global client base and a focus on continuous learning, collaboration, and delivering exceptional outcomes. This role emphasizes relationship-building, strategic guidance, and cross-functional teamwork to ensure long-term success.

Qualifications

• 3 years in a customer-facing role in or adjacent to CyberSecurity.
• Proficient in defining KPIs and success metrics, and tracking outcomes.
• Strong verbal and written communication with both technical and non-technical stakeholders.
• Empathetic listener with a patient, positive attitude.
• Proven ability to analyze complex situations and provide creative solutions.
• Able to collaborate across cross-functional teams.
• Familiarity with information security is a plus.

Responsibilities

• Put customers at the heart of everything you do and deliver exceptional experiences.
• Build and maintain relationships with key stakeholders across the customer's organization.
• Lead onboarding and ensure smooth adoption of Netwrix products.
• Define and measure KPIs and outcomes to demonstrate value.
• Monitor customer health and proactively address risks.
• Coordinate bi-annual health checks and align go-forward plans.
• Support renewals and identify upsell opportunities with account teams.
• Advocate for customer needs and feedback to drive product enhancements.

Skills

Customer focus

3 years experience

KPI tracking

Excellent communication

Empathy

Problem solving

Team player

Tech-savvy

Bachelor's degree

Curiosity

Salesforce

MS Office

Education

Bachelor's degree in Business, Marketing, or related field

Tools

Salesforce

Microsoft Office

Job description

At Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 13,500 organizations in over 100 countries around the world.

Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Centerbridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners.

Position Overview

Due to continued accelerated growth, we are looking for a detail-oriented, creative and strategic Customer Success Manager to join our team. Working for Netwrix you will have an opportunity to make immediate business impacts while accelerating your personal career journey, surrounded by a positive and motivating team.

The Customer Success Manager is responsible for ensuring our customers' success and fostering long-lasting relationships. Your main objective will be to understand the unique needs and goals of our customers and proactively provide guidance and solutions to meet and exceed their expectations. You will be the driving force behind customer happiness, retention, and expansion.

Responsibilities

• Customer Centric Focus: Put our customers at the heart of everything you do. Actively listen to their feedback, re-confirm their needs, and go above and beyond to deliver an exceptional customer experience.
• Relationship Building: Cultivate strong relationships with key stakeholders throughout our Customer’s organization. Understand their business objectives and challenges to provide tailored solutions that will meet their desired outcomes
• Onboarding and Adoption: Lead the onboarding process for new customers, act as the main point of contact for all things Netwrix, ensuring smooth adoption of our products throughout the Customer lifecycle.
• Value Realization: Work closely with customers to define and measure key performance indicators (KPIs) and success metrics. Track and report on the achievement of desired outcomes to ensure customers realize the full value of our products and services.
• Customer Health Monitoring: Continuously monitor customer health and engagement. Proactively identify areas of concern and implement strategies to ensure success.
• Bi-Annual Health Check: Coordinate bi-annual health checks with our Customers and internal technical resources, ensure go forward plan aligns with strategic objectives, drive execution and ensure a regular communication cadence with the Customer.
• Renewals and Expansion: Collaborate with the Account and Renewal Managers to drive contract renewals and identify upsell and cross-sell opportunities based on customer needs.
• Customer Advocacy: Be the voice of the customer within Netwrix. Advocate for customer needs, feedback, and feature requests to drive product improvements and enhancements.

Qualifications

• Customer Centric: Demonstrated passion for delivering exceptional customer experiences and ensuring customer success.
• Experience: 3 years of experience in a customer-facing role, such as Customer Success, Account Management, or similar in or adjacent to the CyberSecurity industry.
• Outcome Measurement: Proficient in defining key performance indicators (KPIs) and success metrics for Customers, tracking their progress, and using data to measure and report on the achievement of desired outcomes.
• Excellent Communication: Strong verbal and written communication skills. Ability to communicate effectively with both technical and non-technical stakeholders.
• Empathy and Patience: Empathetic listener with a patient and positive attitude. Able to empathize with customer challenges and provide support accordingly.
• Problem-Solving Skills: Proven ability to analyze complex situations and provide creative solutions to meet customer needs.
• Collaborative Team Player: Ability to work collaboratively with cross-functional teams to ensure customer success.
• Tech-Savvy: Familiarity with information security is a plus.
• Bachelor's Degree: A degree in Business, Marketing, or a related field is preferred. Tools: Salesforce.com and Microsoft Office Applications.
• Most importantly, you are intellectually curious and eager to learn about everything (new technologies, industry best practices, Customer’s “whys”, etc.).

Our Values

At Netwrix, our values guide every action:

• Next-Level Customer Focus -Customers first, always. We listen, protect, and go the extra mile— because their success is our mission.
• Excellence - We set high standards and take pride in delivering exceptional results. We celebrate wins, seek constant improvement, and address shortcomings professionally.
• Transparent Ownership - We celebrate our successes, own up to our mistakes, communicate openly, and face challenges head-on with a genuine commitment to doing the right thing.
• Winning with Clear Thinking - We value clarity, find straightforward solutions to complex problems, and make swift, effective decisions.
• Relentless Innovation - We continually seek better ways to serve our customers and stay ahead. We foster creative thinking, and we embrace new approaches.
• Industry-Leading Expertise - We take pride in our expertise and continuously seek to learn and share knowledge, striving to be the trusted experts our customers rely on.
• eXceptional Together - We believe in the power of collaboration and diverse perspectives. By valuing each other’s strengths, we achieve outcomes that surpass individual contributions.

Why You’ll Love Working at Netwrix

• Continuous Learning and Development Opportunities
• Team-Oriented, Collaborative, and Innovative Work Environment
• Regular Company Town Halls to Keep You Informed
• Opportunities for Career Growth and Advancement

We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.

Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and welcome all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Please let us know if you require any accommodation.