Senior CSM, Microsegmentation - Drive Retention & Growth

Akamai Technologies; Cambridge (MA); Hybrid; USD 113,000 - 203,000; Full time

Benefits offered by this job

FlexBase program

Health benefits

Job summary

Akamai Technologies in Cambridge, MA, is hiring a Senior Customer Success Manager for its Zero Trust Security team. You will protect customer assets, drive value, and manage the lifecycle from onboarding to renewal.

You will act as the main technical contact, guide adoption, deliver training, and collaborate with Sales, Product, and Engineering to ensure successful deployments and renewals. A data-driven approach will guide your recommendations.

Qualifications

• 5+ years in Customer Success, Customer Experience, or Community Management at a B2B SaaS or cybersecurity company.
• Proven track record of managing and renewing a portfolio with sales collaboration.
• Ability to explain complex concepts to technical and non-technical stakeholders.
• Experience handling escalations with urgency, professionalism, and accountability.
• Proficiency with CS platforms and CRM tools such as Zendesk, Salesforce, and Gainsight.

Responsibilities

• Act as the main technical contact for customers, managing escalations, monitoring adoption, and driving value throughout the account lifecycle.
• Maintaining deep product knowledge to guide customers effectively and ensure optimal usage.
• Building dynamic relationships, conducting regular check-ins and business reviews, and identifying upsell/cross-sell opportunities.
• Delivering technical training, workshops, and documentation to educate users and promote product self-sufficiency.
• Partnering with Sales during renewals, Product, and Engineering to support renewals, surface feedback, and ensure successful deployments.
• Using analytics to monitor health metrics and usage trends, delivering data-driven recommendations to enhance customer outcomes.
• Managing technical escalations with urgency, coordinating resources and ensuring resolution to meet customer expectations.
• Leading new customer onboarding, ensuring smooth setup and tailored implementation through collaboration with Product and Engineering.

Skills

Customer Success

Relationship building

Communication

Data-driven decisions

Technical aptitude

Education

Bachelor's degree

Tools

Zendesk

Intercom

Gainsight

Salesforce

Jira

Monday.com

Job description

Akamai Technologies in Cambridge, MA, is hiring a Senior Customer Success Manager for its Zero Trust Security team. You will protect customer assets, drive value, and manage the lifecycle from onboarding to renewal.

You will act as the main technical contact, guide adoption, deliver training, and collaborate with Sales, Product, and Engineering to ensure successful deployments and renewals. A data-driven approach will guide your recommendations.