Senior Customer Success Manager

Proofpoint; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Flexible work environment

Job summary

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The Senior Customer Success Manager will ensure customers realize the full value of Proofpoint products, maximizing renewals and add-on opportunities in a fast-paced, enterprise environment.

This post-sales role requires strong communication with senior leaders and technical staff, with a passion for delivering world-class customer experience and

Qualifications

• 4-year college degree in a business area, technical area or equivalent.
• 5 to 10+ 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.

Responsibilities

• 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.
• 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.

Skills

Customer success leadership

Stakeholder management

Cybersecurity knowledge

Communication skills

Project management

Cross-functional collaboration

Technology awareness

Education

Bachelors degree

Job description

About Us:

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.

How We Work:

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:

Bold

in how we dream and innovate

Responsive

to feedback, challenges and opportunities

Accountable

for results and best in class outcomes

Visionary

in future focused problem-solving

Exceptional

in execution and impact

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’re just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you’re 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 singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. 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.

Description:

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 Senior 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.

#Lifeatroofpoint as a Sr Customer Success Manager :

• 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.

Requirements:

• 4-year college degree in a business area, technical area or equivalent
• 5 to 10+ 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’re 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 #LifeAtProofpoint.

#LI-KT2

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities

_ _

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.

We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to [e-mail].