Business Process Manager, Success Management

We are looking for a Business Process Manager to join our newly formed Service Optimization team within our Customer Success Strategy and Excellence team. The ideal candidate will have a strong background in Customer Success Management within Cybersecurity and will be equipped to lead the optimization and continuous improvement of our customer success rolebased models, methods, processes, and playbooks. They will bring handson field experience, an indepth understanding of realworld challenges, and a proven ability to drive change in customer success engagement models. This role requires a professional with practical insights who can collaborate with crossfunctional teams to implement effective process improvements that enhance customer experience, improve productivity, and align with our business goals.

If you thrive in environments where vision meets execution and have the passion to create scalable solutions from day one, this is your opportunity to shape the future of our engagement models from inception to excellence.

Key Responsibilities:

• FieldBased Process Optimization:
  • Leverage your field experience to analyze and optimize our existing business processes, workflows, and playbooks for an outcomebased engagement model, identifying inefficiencies and opportunities for improvement.
  • Lead process redesign and streamlining efforts based on handson knowledge of daytoday operations, ensuring solutions are practical and deliver customer value.
  • Collaborate with Customer Success operational teams to implement realworld solutions that directly address current pain points in workflows and procedures.
  • • Standardization & Documentation:
      • Develop and standardize processes, ensuring alignment with best practices, industry standards, and CyberArk’s outcomebased engagement model.
      • Document, maintain, and communicate clear, accessible process guidelines, ensuring teams understand and adhere to best practices.
      • • • Continuous Improvement & RealWorld Solutions:
            • Introduce continuous improvement strategies based on fieldtested methods and solutions that you’ve seen work effectively in practice.
            • Identify bottlenecks, inefficiencies, and areas for improvement, using ontheground experience and communication with the Success Management teams to recommend realistic and achievable changes.
            • • Collaboration with Field and Corporate Teams:
                • Work closely with field staff, team leaders, and crossfunctional teams to ensure process improvements are understood, implemented, and adopted smoothly.
                • Serve as a liaison between the field and corporate functions, translating operational needs into scalable process solutions.
                • • Technology Integration & Automation:
                    • Leverage industry knowledge to recommend and integrate practical automation tools that improve process efficiency
                    • Collaborate with CS Operations teams to ensure technology enhancements align with field needs and improve the daily operations of ground staff.
                    • • Performance Tracking & Reporting:
                        • Monitor KPIs (i.e., cycle time, process efficiency, and error rate) associated with Success Management processes and make enhancements to deliver results that align with CyberArk business objectives.
                        • Provide reports and insights on process performance, focusing on improvements that have had a tangible impact on customer experience, productivity, and efficiency.
                        • • Change Management in the Field:
                            • Lead fieldlevel change management efforts by ensuring process improvements are practical, widely adopted, and supported by team leaders.
                            • Drive improvement initiatives as a subject matter expert about process updates and improvements.
                            • Inform stakeholders about process updates and improvements.
                            • Collaborate with GTM Customer Success Enablement teams and CS functions to enable Customer Success Management teams to create and release training programs on new and updated processes, workflows, and playbooks.
                            • Provide onthejob support to help teams adapt to new processes and

                            • • #LIIR1

                                Qualifications

                                • Education:
                                  • Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Equivalent field experience may also be considered.
                                  • • Experience:
                                      • Minimum of 5 years of field experience in Customer Success Management within Cybersecurity, with a deep understanding of realworld operations and business processes.
                                      • Proven track record of identifying, implementing, and managing process improvements.
                                      • • Certifications:
                                          • Certifications in Lean Six Sigma or other process improvement methodologies are highly desirable.
                                          • • Technical Skills:
                                              • Practical experience diagramming, analyzing, and improving processes using diagramming or process analytics tools.
                                              • Understanding best practices for Customer Success Management execution, including CSM workflows within tools like Gainsight, Salesforce, Gong, and Highspot.
                                              • Strong data analysis skills and proficiency in tools like Excel or Tableau, with the ability to track performance metrics and make necessary adjustments.
                                              • • Field Skills:
                                                  • Strong leadership and communication skills, with the ability to work effectively with field and corporate teams.
                                                  • Ability to translate fieldlevel operational challenges into scalable process improvements.
                                                  • A proactive, handson, problemsolving approach with the ability to adapt quickly to changes in operational demands.

                                                  • • Additional Information

                                                      CyberArk is an Equal Opportunity 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 $86,000 – $126,000year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on jobrelated knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.