Senior Customer Success Manager, Microsegmentation

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

Does Zero Trust Security excite you?

Are you passionate about building relationships and ensuring customer success?

Join our highly skilled Zero Trust Security Team

Akamai is a leader in microsegmentation and data center security. Our team boasts some of the field's most talented and experienced cybersecurity and data center experts.

Job Description

Does Zero Trust Security excite you?

Are you passionate about building relationships and ensuring customer success?

Join our highly skilled Zero Trust Security Team

Akamai is a leader in microsegmentation and data center security. Our team boasts some of the field's most talented and experienced cybersecurity and data center experts.

Partner with the best

In this job, you'll focus on maximizing value, retention and growth throughout the customer life-cycle. You will help protect our customers key applications and assets from advanced cyber threats. Our Senior Customer Success Manager will become an industry expert, delivering innovative outcomes to achieve retention.

As a Senior Customer Success Manager, Microsegmentation, you will be responsible for:

• 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.

Do What You Love

To be successful in this role you will:

• 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.

About Us

At Akamai, we make life better for billions of people, trillions of times a day.

Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Our Focus Is Simple

Cloud and Edge: Running apps closer to users for instant performance.

Security: Neutralizing threats before they ever reach your data.

Content Delivery: Scaling the world's biggest moments without a glitch.

AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.

At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works.

Benefits at Akamai: We support your health, well-being, finances, and life beyond work. See our benefits.

FlexBase adapts to your job's needs

Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work.

We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.

Connect with us on social and see what life at Akamai is like!

Compensation

Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $112,500 - $202,500/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.