Manager of Customer Success

Varonis; New York (NY); On-site; USD 120,000 - 190,000; Full time

Job summary

Varonis is seeking a Manager of Customer Success to lead a regional team of Technical Account Managers and Customer Success Professionals focused on retention, satisfaction, and growth. You will enable operationalization of Varonis for customers and steer strategic initiatives to enhance the customer experience.

In this role, you will collaborate with Sales, Product, Marketing, and Support, setting KPIs and driving outcomes for valued customers across the EST time zone.

Qualifications

• 5+ years in customer success or account management.

Responsibilities

• Develop and implement customer success strategies aligned with the company objectives.
• Lead and mentor TAMs and CS Ops managers to drive customer outcomes.
• Build and maintain relationships with key customers as trusted advisors.
• Define KPIs and monitor performance to drive continuous improvement.
• Collaborate with Sales, Product, Marketing, and Support to ensure cohesive customer success.
• Gather customer feedback to inform product and service improvements.
• Identify and mitigate risks to customer satisfaction and retention.
• Provide regular updates to senior leadership on initiatives and outcomes.

Skills

Strategic Thinking

Leadership

Communication

Analytical Skills

Customer Focus

Technical Acumen

Education

Bachelor's degree

MBA

Job description

Job SummaryThe Manager of Customer Success leads a team of Technical Account Managers and Customer Success Professionals with a mission to drive customer retention, satisfaction, and growth. You will lead, manage, and enable a regional team that plays a critical role in ensuring the enablement and operationalization of Varonis for our customers. This role involves developing and executing strategic initiatives to enhance customer experience, ensuring alignment with company goals, and fostering strong relationships with key stakeholders.

Job Title: Manager of Customer Success

Department: Sales

Time Zone: EST is required

Job SummaryThe Manager of Customer Success leads a team of Technical Account Managers and Customer Success Professionals with a mission to drive customer retention, satisfaction, and growth. You will lead, manage, and enable a regional team that plays a critical role in ensuring the enablement and operationalization of Varonis for our customers. This role involves developing and executing strategic initiatives to enhance customer experience, ensuring alignment with company goals, and fostering strong relationships with key stakeholders.

Key Responsibilities

• Strategic Planning: Develop and implement customer success strategies that align with the company’s objectives and drive customer value.
• Team Leadership: Lead, mentor, and develop a team of Technical Account Managers (TAMs) and Customer Success Operations Managers (CSOMS), fostering a high-performance culture focused on meaningful customer outcomes.
• Customer Engagement: Build and maintain strong relationships with key customers, acting as a trusted advisor to help them achieve their business goals.
• Performance Metrics: Define and track key performance indicators (KPIs) to measure the success of customer success initiatives and drive continuous improvement.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to ensure a cohesive approach to customer success.
• Customer Feedback: Gather and analyze customer feedback to inform product development and service improvements.
• Risk Management: Identify and mitigate risks to customer satisfaction and retention, proactively addressing potential issues.
• Reporting: Provide regular updates to senior leadership on customer success metrics, initiatives, and outcomes.

Required Skills And Qualifications

• Experience: 5+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.
• Education: Bachelor's degree in business, Marketing, or a related field; MBA or equivalent experience is a plus.
• Strategic Thinking: Strong strategic planning and execution skills, with a proven ability to drive customer success initiatives.
• Leadership: Excellent leadership and team management skills, with a track record of building and leading high-performing teams with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement.
• Communication: Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.
• Customer Focus: A results-oriented mindset with a deep commitment to understand and meet the needs of customers. A proven history of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention.
• Technical Acumen: Solid understanding of SaaS products and the ability to communicate technical concepts to non-technical audiences.

We invite you to check out our Instagram Page to gain further insight into the Varonis culture! @VaronisLife

Varonis is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.