Customer Success Manager (AMS)

WebHosting; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health and wellness resources

Medical cover where applicable

Gym reimbursements

Job summary

DigiCert, a global leader in intelligent trust, seeks a Customer Success Manager to manage Enterprise PKI, IoT and TLS clients. You will ensure client needs are met through proactive communication and collaboration with Product, Services, Support, Compliance and Sales. This US-based role requires working hours aligned to US business days.

The ideal candidate will manage multiple accounts, resolve issues quickly and identify opportunities to drive growth and enhance client satisfaction.

Qualifications

• 2+ years customer success/relationship/account management experience in Digital Security, SaaS or Software.

Responsibilities

• Understand customer objectives and impact of DigiCert solutions.
• Build and maintain strong relationships with internal teams (Sales, Support, Product).
• Present business reviews to executive and technical stakeholders.
• Monitor renewals/expirations to ensure continuity of service.
• Provide escalation management and status updates to stakeholders.
• Drive customer lifecycle to ensure value and satisfaction.
• Assist Sales with renewals of entitlements and solutions.
• Provide timely reporting to meet internal and customer requirements.

Skills

Customer Success

Relationship management

Cross-functional collaboration

Communication

CRM (Salesforce)

Escalation management

Account management

Education

Bachelor's degree

Tools

Salesforce

MS Office Suite

Job description

Not specified Full-time Not specified Customer Support

Job Description

Who we are

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com

Job summary

As a Customer Success Manager, you will manage some of DigiCert’s largest Enterprise PKI, IOT and TLS clients where you will be responsible for building and maintaining strong relationships. The role serves as a primary point of contact, ensuring the client’s needs and objectives are met through proactive communication, strategic planning and cross functional collaboration with internal teams such a Product, Services, Support and Compliance and Sales.

DigiCert’s Premium clients receive a higher level of support, faster response times, proactive information about service updates and support escalation to make sure they receive the right level of service at the appropriate time. The ideal candidate will be adept at managing multiple accounts, resolving issues quickly and identifying opportunities to drive growth and enhance client satisfaction. This role is aligned to our US customer based and therefore requires US-working hours.

What you will do

• Understand and articulate a customer’s business objectives and the impact DigiCert’s solutions have on their business objectives
• Understand how our customers are utilizing DigiCert’s security solutions and recommend additional features that can be leveraged to increase their security posture
• Develop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert including Sales, Support and Product Management
• Present customer business reviews to executive business owners and technical customer contacts as well as internal stake holders
• Monitor service renewals and expirations to avoid disruption to service
• Communicate upcoming changes which may impact services
• Provide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders
• Manage customer lifecycle to ensure customer’s business goals are met and they realize value in their investment
• Drive and maintain a high level of customer satisfaction
• Assist Sales account managers with the renewal of all entitlements and solutions for your customers
• Provide accurate and timely reporting to meet both internal and customer requirements
• Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs (i.e., Security+ certification)

What you will have

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (desired)
• Previous experience with project management / PMP, CAPM, or other Project Management certification (desired)
• Tertiary qualification (advantageous)
• Digital Security Industry certification (advantageous)
• Experience with CRM tools such as MS Office Suite and Salesforce.
• Demonstrable ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals and can communicate effectively in group settings as well as to senior management
• Ability to analyse complex situations and work cross-functionally towards a solution
• Demonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently
• Strong organizational skills and very detail oriented, with experience developing and maintaining best practices
• Experience working with enterprise customers, with the ability to diffuse complex customer challenges
• Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs
• Excellent written and verbal communications skills
• Health and wellness support, including medicalcover (where applicable), gym reimbursements, and mental well-being resources