Customer Success Manager- East Coast

Proofpoint; Massachusetts; On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to join their team on the East Coast. This role is pivotal in ensuring customers realize the full value of their cybersecurity solutions, driving renewals and enhancing customer satisfaction. You will collaborate closely with clients, providing actionable insights and guidance while advocating for their needs within the organization. The ideal candidate will bring a strong technical background, exceptional communication skills, and a passion for customer success. Join a company that values innovation and is committed to protecting users from cyber threats.

Benefits

Flexible Work Hours

Health Insurance

Retirement Plan

Employee Training Programs

Work-Life Balance Initiatives

Diversity and Inclusion Programs

Qualifications

• 4+ years in customer success or related roles with technical exposure.
• Strong communication and project management skills.
• Ability to articulate customer needs and drive initiatives.

Responsibilities

• Guide customers through their Proofpoint journey as a trusted advisor.
• Create and maintain Customer Success Plans aligned with customer goals.
• Advocate for customers to ensure successful deployments.

Skills

Customer Success Principles

Cybersecurity Knowledge

Project Management

Communication Skills

Data Communication Concepts

Technical Support

Education

4-year College Degree

Tools

Customer Success Platforms

Job description

Customer Success Manager- East Coast page is loaded

Customer Success Manager- East Coast

Apply locations Massachusetts time type Full time posted on Posted Today job requisition id R11827

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions.

This is a post sales, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to cybersecurity; extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience.

Your day-to- day

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them. Secure approval from your customers’ decision makers on the CSP’s content and timeline.
• Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful. Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
• Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction.
• Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

What you bring to the team

• 4-year college degree in a business area, technical area or equivalent
• 4 + years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas
• Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
• Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results
• Proven ability to influence colleagues and customers to act in high impact situations.
• Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
• Current knowledge of cybersecurity solutions and productivity suites.
• Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team
• Ability to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriate
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership
• Evidence of pristine documentation, executive communications, white papers, etc.
• Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
• Ability to think innovatively, strategically and deliver tactically. Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiatives
• Ability to work independently, ability to adapt quickly, positive attitude
• Travel: Minimal to light travel (25%+)

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, andthe people who work here are the key tooursuccess.We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company withopportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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Customer Success Manager- East Coast

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Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

Proofpoint thrives on the invaluable contributions of our diverse workforce, which encompasses a kaleidoscope of lived experiences, thoughts, perspectives, and professional expertise. We attribute much of our success to our people, who are at the core of our organization and embody our people-centric ethos.

Disrupting the Status Quo

We hire the most innovative minds globally to safeguard our customers’ sensitive data and intellectual property. Our talented workforce develops and leverages our advanced technology, combining their expertise to provide comprehensive protection against threat actors and mitigate the risks posed by both malicious and negligent employees.

Making a Difference

Cyberattacks have the potential to disrupt access to vital resources such as energy, water, transportation, healthcare, and financial services. At Proofpoint, our dedicated team works tirelessly to ensure world-class cyber resilience, protecting approximately 8,000 enterprise customers worldwide.

Our Commitment

We are committed to creating a diverse, equitable, and inclusive environment. We work every day to ensure that our employees feel that they are in a community that celebrates their unique identity, cultivates their sense of belonging, and invests in their professional growth. We have 9 employee-led employee inclusion groups which help support both employees and our organization by providing opportunities to network, discuss career and cultural development and uplift the corporate culture to create a more inclusive workplace.

About Us

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud architecture
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.