Customer Success Account Manager

Who is Forcepoint

Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you're in the right place we want you to bring your own energy to help us create a safer world. All we're missing is you!

• Own the post-sales customer lifecycle, from onboarding through adoption, value realization, renewal, and expansion.

• Act as the primary point of contact for assigned enterprise customers.

• Build strong executive and technical relationships, positioning Forcepoint as a strategic security partner.

• Drive customer advocacy, satisfaction (CSAT), and retention.

Technical Leadership & Security Architecture

• Provide expert guidance on the design, implementation, and optimization of:

. Data Loss Prevention (DLP)

. Cloud Access Security Broker (CASB)

. Data Security Posture Management (DSPM)

. Insider Risk and Cloud/Data Security solutions

• Translate customer security requirements into scalable Forcepoint solution architectures.

• Collaborate with Sales Engineering, Professional Services, and Support to ensure successful deployments.

Implementation & Program Management

• Lead complex, multi-phase security implementations and transformation programs.

• Apply ..PMO / PMP methodologies.. to manage scope, timelines, risks, dependencies, and stakeholder communications.

• Develop and maintain success plans, project plans, and executive status reports.

• Proactively identify risks and drive mitigation strategies.

Continuous Improvement & Operational Excellence

• Apply ..Lean / Six Sigma principles.. to improve customer onboarding, adoption, and operational efficiency.

• Identify process gaps and recommend improvements across customer success workflows.

• Leverage metrics and data to drive predictable outcomes and continuous optimization.

Cross-Functional Collaboration

• Partner with Sales, Product Management, Engineering, and Support to advocate for customer needs.

• Provide structured feedback to product teams based on customer insights and industry trends.

• Support renewals and expansions by demonstrating measurable business and security outcomes.

Required Qualifications

• Experience - 8+ years of experience in ..Customer Success, Professional Services, Security Architecture, or Consulting.. roles.

• Proven background as a ..Security Architect.. or equivalent, with hands-on experience in DLP, CASB, DSPM, and data-centric security.

• Experience managing enterprise or strategic customers in cybersecurity or SaaS environments.

Technical Skills

Strong understanding of:

• Data protection strategies and regulatory compliance (GDPR, HIPAA, PCI, etc.)

• Cloud platforms (AWS, Azure, GCP)

• Identity, access, and data governance concepts

• Ability to articulate complex technical concepts to both technical and executive audiences.

Program & Process Management

• PMP or equivalent PMO experience (certification preferred).

• Demonstrated use of ..Lean / Six Sigma.. methodologies (Green Belt or higher preferred).

• Strong risk management, documentation, and stakeholder communication skills.

Preferred Qualifications

• Experience working with Forcepoint or similar data-centric security platforms.

• Prior experience in a customer-facing role within a global enterprise environment.

Certifications such as:

• CISSP, CCSP, or equivalent security certifications

• PMP

• Lean Six Sigma Green Belt or Black Belt

Key Success Metrics (KPIs)

• Customer retention and renewal rates

• Customer satisfaction (CSAT / NPS)

• Time-to-value and adoption milestones

• Reduction in escalations and implementation risks

• Expansion and upsell influence