Customer Success Manager

About Skyhigh Security:

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company.

Role Overview:

As a Technical Customer Success Manager who owns the relationship with key customers, you will be their technical point of contact and manage the day to day engagement. Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction. Through this developed trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions post deployment, and assist them with continuous optimization.

As a Technical Customer Success Manager, you need to be driven by the success of delivering high-impact technical solutions and fostering strong client relationships.

Operationalize & Realize the value of Skyhigh:

• Manage the customer relationship and ensure that Skyhigh Security is and continues to be considered a key technology partner within the account.
• Work closely with customers to understand customer business goals and use cases, and tailor adoption plans to help them achieve results.
• Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.
• Use your technical expertise to conduct health watch and provide advisory to drive best practices adoption, solution optimization, component fine-tuning, DLP configurations.
• Proactively monitor customer deployments and solutions, and drive communication as needed.
• Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Work closely with support engineers and escalation team as and when required
• Run regular governance meetings at operational level to ensure day to day functionality of the product and drive adoption activities.
• Plan and execute governance meetings with customer C-level to drive strategic planning and value discussion.
• Conduct best practices workshops, and execute training around key features & use cases.
• Develop and deliver QBR and Value Plans for customers.

Mature the use of Skyhigh:

• Work with customers to identify needs in their security plan where Skyhigh could add value.
• Work cross-functionally with Sales and Solution Engineering to create opportunities for growth within the account.
• Work with Product Management and Engineering to ensure the needs of customers are understood so that we may build better products.
• Proactively update customers about releases, updates, and upgrades, and ensure necessary action to maintain availability and customer satisfaction.

General Background and Experience required for a Technical Customer Success Manager:

• 4-6 years of customer-facing technical role (Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, MSPs or similar) in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure.
• This role is permanent EST shift time zone
• Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
• Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs
• Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding and in-depth knowledge of Networking & Security Concepts
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Excellent customer management skills, including the ability to influence and manage deeply technical customers.
• Self-motivated, with excellent interpersonal, communication, presentation, documentation skills.
• Demonstrated ability to translate technical concepts for various audiences.
• Ability to manage multiple accounts while prioritizing key customer needs.

It would be great if you also have the following, but they are not required:

• Understanding of cloud platforms like O365 Suite, Salesforce, Azure, AWS, GCP is desired