Senior Customer Success Manager

Nozomi Networks Inc.; Dallas (TX); On-site; USD 98,000 - 132,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) plan with employer matching

Flexible paid time off

Paid holidays

Paid parental leave

Job summary

Nozomi Networks Inc. is seeking a Customer Success Manager to engage and build strong relationships with Critical Accounts, driving adoption, value realization, and high renewal rates.

You will serve as the primary contact for key customers, understanding success criteria and addressing questions while promoting customer advocacy. The ideal candidate has a proven track record in account management, exceptional communication skills, and the ability to lead with technical insights in OT/IoT

Qualifications

• 4+ years in a customer success role for a technical product.
• Onboarding customers, driving adoption and achieving outcomes.
• Troubleshooting customer issues and guiding product usage.

Responsibilities

• Develop and manage customer portfolio.
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
• Drive revenue growth by demonstrating value measures.
• Minimize churn through customer success plans and lifecycle management.
• Resolve customer requests and concerns to improve experience.
• Improve customer experience through data and trend analysis and reporting.
• Maintain accurate customer data for stakeholders.
• Be a reliable contact and brand ambassador for Nozomi and its products.
• Collaborate across departments to ensure visibility and outcomes.
• Aid in product design and development through customer feedback.
• Assist in creating training materials for team members.
• Evaluate and improve tutorials and other communication infrastructure.

Skills

Customer success

Account management

IT security

Technical communication

Executive presentations

Job description

Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT cybersecurity.

We defend some of the world’s largest organizations and critical infrastructure in more than 68 countries and we’re just getting started. Our AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.

As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.

For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.

If this sounds like you, read on. You could be the next "Nozomier"!

In this role, you will:

• Develop and manage customer portfolio.
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
• Drive revenue growth by demonstrating successful achievement of customer guided value measures
• Minimize customer churn through customer success plans and customer lifecycle management.
• Resolve customer requests and concerns ensuring improvements to customer experience.
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.
• Be a reliable point of contact and brand ambassador for Nozomi and its products.
• Work across departments ensuring proper customer visibility and outcomes are met.
• Aid in product design and product development through customer feedback.
• Assist in creating training courses and educational materials for other members of the department.
• Evaluate and improve tutorials and other communication infrastructure.

To be successful in this opportunity, you will have:

• 4+ years of proven experience in a customer success position supporting a technical product
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience
• Accountability, personal organization, and ability to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff.
• Experience analyzing and optimizing processes in the Customer Success department.
• Patient and active listener.
• Passion for service.

Core Competencies:

• Active Listening and Communication
• Business Insight and Acumen
• Drive for Results (Get things done)
• Emotional Intelligence (EQ), Interpersonal skills and Empathy
• Objection Handling, Influencing and Negotiation
• Professional & Technical Expertise
• Relationship Building and Customer Focus
• Resilience and Adaptability
• Solution Orientated Mindset
• Teamwork, Collaboration and Cultural Alignment

Nozomi Networks is committed to fair and equitable compensation practices. The base pay scale for this position is $97,589 - $131,840 . This is the range the company reasonably and in good faith expects to pay for the position taking into account factors including job-related knowledge, skillset, experience, education and training, certifications, and other relevant business factors. Applications outside the range are welcome to apply.

Additional Compensation and Benefits

The company also offers a wide range of competitive benefits, including medical, dental, vision, life insurance, and disability insurance for eligible employees.

In addition, eligible employees are able to enroll in a 401(k) plan along with the employer matching program. Nozomi Networks also offers eligible employees flexible paid time off, paid holidays and paid parental leave.

Who we are and what we stand for:

Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents.If you like a challenge, and value integrity and customer success, we invite you to help Nozomi Networks build the future of OT and IoT cybersecurity.

Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.

All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:

• Work-Life Balance
• Unparalleled Flexible Time-Off

Need to know information

Successful candidates will be subjected to background verification checks.