Senior CSM: Microsegmentation & Zero Trust Solutions

Akamai Career Site

United States

Hybrid

USD 113,000 - 203,000

Full time

9 days ago

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Benefits offered by this job

FlexBase program

Healthcare benefits

401K savings plan

PTO / vacation

Parental leave

Job summary

Akamai is seeking a Senior Customer Success Manager, Microsegmentation, to protect customers' key applications and assets from advanced cyber threats. You will serve as the main technical contact, drive value, retention, and expansion throughout the account lifecycle.

The role requires 5+ years in Customer Success in B2B SaaS or cybersecurity, strong collaboration with Sales, Product and Engineering, and proficiency with CS tools like Zendesk, Salesforce, Gainsight.

Qualifications

5+ years in Customer Success, Customer Experience, or Community Management at a B2B SaaS or cybersecurity company and a Bachelor's degree
Have proven track record of managing and renewing (with sales) a portfolio of strategic accounts, and driving adoption and value realization
Show technical aptitude with the ability to explain complex concepts to both technical and non-technical stakeholders
Have experience managing escalations and high-priority issues with urgency, professionalism, and accountability
Show proficiency with customer success platforms (e.g., Zendesk, Intercom, Gainsight), CRM tools (e.g., Salesforce), and collaboration tools (e.g., JIRA, Monday.com).
Demonstrate exceptional communication, presentation, and problem-solving skills with a data-driven approach to decision-making
Have excellent organizational skills with the ability to manage multiple priorities and deadlines simultaneously.

Responsibilities

Acting as the main technical contact for customers, managing escalations, monitoring adoption, and driving value throughout the account lifecycle.
Maintaining deep expertise in product features and updates to guide customers effectively and ensure optimal usage.
Building dynamic relationships, conducting regular check-ins and business reviews, and identifying upsell/cross-sell opportunities to support customer satisfaction and expansion.
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.