Customer Success Manager - West

Description

About Cellebrite: Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze and manage investigative digital data in legally sanctioned investigations.  

As a Customer Success Manager, your mission is to amplify the impact of Cellebrite’s solutions and services for our customers, knowing that each case closed brings communities closer to safety. Through proactive engagement and deep domain expertise, we empower customers to navigate the evolving digital forensics landscape with confidence and agility. We measure our success by our customers’ ability to accelerate justice outcomes, reflected in increased customer satisfaction (NPS), loyalty (GRR), and revenue growth (NRR). 

Responsibilities:

Main Point of Contact Post-Sale: Serve as the primary customer contact after the sale, ensuring a smooth transition from Sales to Customer Success and overseeing the customer’s journey.

Value Reviews: Conduct regular reviews to highlight product value, demonstrate ROI, and ensure alignment with the customer’s objectives.

Product Usage and Outcome-Based Best Practices: Guide customers on optimal product usage, sharing best practices tailored to achieve desired outcomes and maximize platform value.

Health/Pulse Check: Perform periodic health checks to assess customer satisfaction, identify potential issues, and proactively mitigate risks.

Risk & Escalation Management: Identify and manage potential risks, escalating as necessary while ensuring swift resolution and maintaining customer trust.

Internal Collaboration: Work closely with cross-functional teams, including R&D, Product, and Technical Customer Support (TCS), to address customer feedback and needs.

Customer Communication: Act as a bridge to provide updates on product enhancements, roadmap changes, and feature improvements relevant to the customer.

Whitespace/Greenfields Discovery: Identify opportunities within accounts to introduce additional solutions, supporting growth within existing customer bases.

CSQL Generation: Recognize and develop Customer Success Qualified Leads (CSQL) to feed potential growth back into the Sales pipeline.

Digital Intelligence Workshop: Lead workshops designed to deepen customer understanding and usage of digital intelligence capabilities.

Forums, Public Speaking, and Conference Booth Attendance (Case-by-case): Represent Cellebrite in relevant forums, conferences, and public events to promote thought leadership and connect with the customer community.

Requirements

• Experience working with or for Law enforcement and/ or Governmental Agencies – a major advantage
• Technical background in telecommunications, mobile device examinations, computer forensics, and/or IT security and networking – an advantage 
• Strong analytical skills and demonstrated creative problem-solving approach
• Experience working in a global environment 
• 3–5 years’ experience in Customer Success / other Client - Facing Roles, preferred but not required

Core Skills Needed:

• Critical Thinking, Data-informed decision making, prioritization, problem solving, storytelling
• Effective Communication, Influence & Stakeholder Alignment, Leading through change
• Prioritization and Focus, Self-Awareness, Systems Thinking, Excellent communication skills, both written and oral 
• This is a Remote position, prefer candidates in the West Coast/US Based. Travel expectations may be up to 25%.

Cellebrite is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.