Description

Aryaka is seeking an experienced Customer Success Manager (CSM) to manage a portfolio of strategic enterprise customers across North America. The CSM will serve as the primary post-sales relationship owner and trusted advisor, driving customer adoption, value realization, retention, renewals, and expansion across Aryaka's Unified SASE, SD-WAN, security, cloud networking, and managed services portfolio.

The ideal candidate has 8+ years of experience in Customer Success, Account Management, Service Delivery, or Technical Account Management within a SaaS, SASE, networking, cybersecurity, or managed services environment. The role requires the ability to engage confidently with CIOs, CISOs, CTOs, and senior IT stakeholders while coordinating cross-functional teams to deliver measurable customer outcomes.

Key Responsibilities

Own the end-to-end customer lifecycle and build trusted relationships with enterprise customers and senior stakeholders.
Drive adoption, value realization, customer health, retention, renewals, and Net Revenue Retention (NRR) across the customer portfolio.
Conduct QBRs/EBRs focused on business outcomes, adoption, value realization, strategic priorities, and customer success plans.
Proactively identify churn risks and develop mitigation strategies; partner with Sales and Renewals teams to ensure successful, predictable renewals.
Identify and drive upsell and cross-sell opportunities across SASE, SD-WAN, security, cloud connectivity, additional sites, bandwidth, and managed services.
Leverage customer intelligence and external business signals—including M&A, divestitures, leadership changes, geographic expansion, and technology transformation—to identify risks and growth opportunities.
Act as the voice of the customer and lead cross-functional initiatives across Sales, Solutions Engineering, Service Delivery, Network Operations, Support, Product, Finance, Legal, and Procurement.
Drive timely resolution of escalations and customer-impacting issues while ensuring clear ownership and communication.
Maintain accurate customer health, renewal, and expansion forecasts in Salesforce and leverage data and AI-driven insights to proactively manage accounts.

Required Experience & Qualifications

10+ years of experience in Customer Success, Account Management, Service Delivery, Technical Account Management, or related enterprise customer-facing roles.
Proven experience managing strategic, global, and complex enterprise accounts.
Strong knowledge of SaaS, SASE, SD-WAN, networking, cybersecurity, cloud connectivity, or managed services.
Experience engaging with CIOs, CISOs, CTOs, IT Directors, and senior technology stakeholders.
Demonstrated success in customer retention, renewals, adoption, expansion, and executive relationship management.
Understanding of recurring revenue metrics including ARR, ACV, GRR, NRR, churn, and renewal rates.
Experience with Salesforce or equivalent CRM platforms.
Strong communication, analytical, problem-solving, commercial, and stakeholder management skills.
Ability to operate independently in a fast-paced, global technology environment and work US business hours supporting North American customers.

Preferred Experience

Experience with Unified SASE, SSE, Zero Trust, ZTNA, SWG, CASB, FWaaS, SD-WAN, cloud networking, or global enterprise network transformation. Experience with Fortune 500/multinational customers and AI-driven customer health or churn analytics is highly desirable.

SUCCESS METRICS

GRR | NRR | Renewal Rate | Customer Adoption | Customer Health | CSAT | Expansion & Cross-Sell ARR | Churn Reduction | Executive Engagement | Customer Advocacy

THE IDEAL CANDIDATE

We are looking for a seasoned Customer Success professional—not simply an account manager—who understands the intersection of networking, security, cloud, and SaaS and can translate technology into measurable business outcomes. You should be proactive, commercially minded, and comfortable anticipating customer needs, identifying risks before they become escalations, influencing cross-functional teams without direct authority, and driving both customer retention and growth.