Senior Customer Success Account Manager

Responsibilities:

Perform all standard Senior Customer Success Account Manager (Senior CSAM) responsibilities for assigned customers, maintaining a consistently high level of quality, ownership, and customer satisfaction:

• Develop and maintain a deep understanding of the customer's IT and information security infrastructure, architecture, and related business processes, including current deployments and planned changes.

• Proactively identify and address potential dissatisfaction risks that may affect renewal and expansion decisions, ensuring timely mitigation actions are taken.

• Collaborate closely with Customer Success Engineers, subject matter experts, Product Management, Support, and Sales teams to achieve agreed customer outcomes and business objectives.

• Build and maintain strong, trust-based relationships with customers technical specialists and management representatives, ensuring regular and transparent communication.

• Serve as the primary point of contact for assigned customers on all matters related to Kaspersky products, services, and technical support.

• Proactively identify, organize, and coordinate resources on both the Kaspersky and customer sides to ensure efficient execution of agreed tasks and initiatives.

• Represent customer interests within Kaspersky by registering, prioritizing, and tracking technical issues, feature requests, and other product-related needs until satisfactory resolution.

• Work with R&D and Product Management to provide structured customer feedback and business justifications for product improvements and enhancements.

• Gather and maintain up-to-date information on key customers IT/IS infrastructure, security architecture, development roadmaps, and relevant internal processes to better align Kaspersky solutions with customer needs.

• Collaborate with Account Managers to develop and execute long-term strategic account plans focused on retention, growth opportunities, and measurable customer value.

• Depending on the engagement model (with or without a dedicated Customer Success Engineer), perform the relevant Customer Success Engineer responsibilities for assigned customers, ensuring consistent technical enablement, product usage expansion, and timely resolution of technical issues.

• Perform other duties related to the role as assigned by direct management, communicated verbally or in writing, in line with the company's business objectives.

• In addition, a Senior CSAM is expected to Provide coaching and mentoring to junior CSAMs and Customer Success Engineers, helping them improve their technical, communication, and account management skills through regular knowledge sharing and case reviews.

• Proactively identify patterns and trends in customer issues, requests, and feedback across multiple accounts, and translate these insights into concrete proposals for process and service improvements.

• When required, step in to support other CSAMs accounts (for example during absence or peak workload), ensuring continuity of communication and delivery for key customers.

• Take an active role in the development, documentation, and refinement of Customer Success processes, playbooks, and best practices, ensuring their practical applicability and consistent adoption within the team.

Education/Technical Certifications:

• Degree in Information Technology, Information Security, Computer Science or a closely related field, or equivalent professional education.

• Hold at least one recognized information security certification (e.g. CISSP, CISA, CEH, SSCP or similar), or have their information security and technical assessment expertise formally confirmed by their line manager.

Experience:

• At least 5 years experience in Customer Support or Professional Service.

• At least 2 years experience in renewal sales or in supporting renewal sales.

• Experience in IT Service Management, Customer Relationship Management, Contract Management

• Successfully meet all standard CSAM requirements and consistently perform CSAM responsibilities for at least 2 years