Customer Success Manager

Role Overview

The Technical Customer Success- TerritoryLead is a senior, customer-facing role at the heart of Forcepoint's new dual-track Buddy Model in India. You will be the technical counterpart to a regional Renewal Manager,operatingas a unifiedbuddypair with a shared dollar-retention quota.

Your mandate is to own the technical relationship with enterprise customers in your assigned region - from CISOs and CIOs to their L1/L2/L3 admins, project teams, designated representatives, and tech administrators. You will diagnose product issues in real-time, classify root causes (product bug vs. configuration error vs. environment conflict), unblock stuck implementations, and build the kind of technical credibility that transforms a vendor relationship into a strategic partnership.

Key Responsibilities

Technical Customer Engagement

• Own the technical relationship with all enterprise customers in your region- serve as the primary technical point of contact for CISOs, IT heads, security architects, and admin teams.

• Conduct deep-dive technical health checkson DLP and DSPM deployments, proactivelyidentifyingrisks before they escalate into renewal-blocking issues.

• Provide real-time issue diagnosis and resolutionduring customer calls.Classify every issue as a product bug, configuration error, or environment conflict.

• Drive implementation completion within 90 days. Own the unblocking of stalled rollouts by coordinating with engineering, support, and professional services.

• Challenge customer configurations and troubleshoot at the endpoint, network, and cloud layer - including registry conflicts, ICMP/SMB packet resolution, AV interference, and third-party application incompatibilities.

Product Expertise & Escalation Management

• Develop andmaintaindeep working knowledge of the Forcepoint DLP and DSPM product suites, including known issues, workarounds, architectural limitations, and the product roadmap.

• Independently reproduce andvalidatecustomer-reported issuesbefore routing to engineering. Provide engineering teams with precise diagnostic artifacts - logs, traces, environmental snapshots - that accelerate resolution.

• Serve as the technical shield for the broader organization: prevent Sales Engineers from being pulled into post-sale firefighting, insulate theleadershipfrom tactical escalations, and reduce dependency on Professional Services for break-fix work.

Retention & Growth (Shared Quota)

• Co-own the regional dollar-retention quotawith your Renewal Managerbuddy. Both of you are accountable for the same target - your technical outcomes directly drive commercial results.

• Identifyupsell and cross-sell opportunities arising fromobservedtechnical gaps, changing customer security posture, or emerging data protection requirements.

• Support the Renewal Manager with technical evidence during renewal negotiations.

• Contribute to Executive Business Reviews (EBRs) with deployment health data, value-realization metrics, and technical roadmap alignment.

Strategic Intelligence & Customer Advocacy

• Distinguish between genuine technical dissatisfaction andleverage-building NPS

• Monitor competitor activity (Zscaler, Netskope, Palo Alto Networks,Trellix, Broadcom/Symantec) within customer environments and provide early warning intelligence to the CS leader and sales teams.

• Champion customer product feedback internally - aggregate technical pain points across the region and present structured product improvement recommendations to engineering and product management.

Required Qualifications

Education

• Bachelor's orMaster's degree in Computer Science, Information Technology, Cybersecurity, or a related technical discipline.

Experience

• 7-12 years of experiencein a technical customer-facing role within the enterprise cybersecurity or data security domain.

• Proventrack recordin at least one of the following: Technical Account Manager (TAM), Technical Customer Success Manager, Solutions Architect (post-sales), Senior Support Engineer, or Customer Success Engineer at a cybersecurity vendor.

• Hands-on experience with Data Loss Prevention (DLP) solutions- Forcepoint DLP strongly preferred alternatively,Trellix(McAfee) DLP, Broadcom (Symantec) DLP, Digital Guardian, or Microsoft Purview DLP.

• Experience with Data Security Posture Management (DSPM), Cloud Access Security Broker (CASB), or Secure Service Edge (SSE) solutions is highly desirable.

• Direct experience managing enterprise customer relationships in India, particularly with CISOs and CIOs at large banks, conglomerates, IT services firms, and government entities.

Technical Skills (Must-Have)

• Endpoint Security:Deep understanding of DLP endpoint agent architecture, deployment, and troubleshooting across Windows and macOS environments. Familiarity with Full Disk Access (FDA), MDM tools (JAMF, Intune), and endpoint resource management.

• Network & Cloud Security:Working knowledge of network-layer data inspection, proxy architectures, ICMP/SMB packet analysis, SaaS-to-on-premisemigration patterns, and cloud API integrations (Microsoft Graph, Azure AD, AWS IAM).

• Data Classification & Discovery:Hands-on experience with data classifiers, policy engines, regex-based and ML-based detection, and large-scale data scanning across structured and unstructured repositories.

• Troubleshooting:Ability to execute remote diagnostic procedures including log analysis, process monitoring, registry inspection,psexec-based operations, and packet captures. Comfortable working within customer production environments under pressure.

• Browser & Application Layer:Understanding of browser extension architectures, web service processbehavior, and enterprise application integration with DLP policies (SharePoint, Jira, Outlook, Exchange).

• Operating Systems:Strong competency across Windows Server, Windows 10/11, macOS (Sonoma and later), and Linux environments.

Technical Skills (Nice-to-Have)

• Experience with SIEM/SOAR platforms (Splunk, Sentinel,QRadar) and their integration with DLP event feeds.

• Knowledge of Zero Trust architecture principles and how DLP/DSPM fits within a broader Zero Trust framework.

• Familiarity with scripting/automation (Python, PowerShell) for customer environment diagnostics and reporting.

• Experience with Forcepoint ONE (SSE platform),FlexEdgeSD-WAN, or Forcepoint NGFW is a strong differentiator.