Customer Success Manager

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.

As a Customer Success Manager at CyberArk, you’ll be part of a ground-breaking team on our product portfolio. It’s up to us to educate customers on the value of machine identity management and what it can do for them. We are the experts: we dive in deep to understand what it takes to achieve the business outcomes for the customer. We work to ensure that they understand their opportunities and that all of their business goals with CyberArk get met—no more outages!

You will actively manage a group of customers on their journey from getting implemented onwards. You’ll be the guide to our customers in understanding why machine identify management is important, and how they can creatively address their security needs. CyberArk Customer Success Managers wield proven expertise building deep relationships and translating large, complicated customer environments into straightforward, measurable solutions.

Key Result Areas:

• Drive the customer intent to renew by driving adoption of purchased Venafi’s software to achieve the customer business outcomes through the use of a Customer Success Plan.
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
• Analyze accounts to identify churn risk and work proactively to eliminate that risk.
• Educate champions and their teams on the value of machine identity management and help uncover and guide to solve new use cases.
• Act as a trusted/strategic advisor to each customer helping to drive continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.
• Organize sessions and/or QBR with internal and customer stakeholders.
• Guide new customers through their onboarding process to achieve a short time to value.
• Contribute to initiatives within the customer success team to improve the customer experience for all tiers.
• Work cross-functionally with members in product, sales, and support to foster a strong sense of community and information sharing.
• Helping customers to address existing and new use cases by demonstrating functional knowledge of the Venafi products.

#LI-JA1

• Minimum 3 years in software customer experience management.
• Scrappy mentality—we wear many hats and are willing to get our hands dirty.
• Proven ability to educate, build and maintain relationships with executive decision-makers.
• Experience in delivering outstanding customer service and supporting and driving our customers to their business outcomes
• Excellent creative and critical thinking skills—we have to be preemptive.
• Strong communication and presentation skills—much of our day-to-day is spent thinking of and presenting solutions to customers.
• Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our customers.
• Proven ability to manage multiple complex customer journeys at once.
• Show a pro-active approach in working with Customers

How you will stand out from the crowd:

• Customer Success Experience in a SaaS based Security software environment.
• Experience managing accounts with a software platform that solves complex problems, across many business units
• Named, global or large enterprise account management experience
• Knowledge in the Machine Identity Management area

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $80,000 – $113,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.