Proofpoint Manager, Customer Success in Draper, Utah
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The CSM Manager will be responsible for directing and managing the team of Customer Success Managers (CSMs). The CSM organization is tasked with serving as a trusted advisor to our customers, ensuring the adoption of tools and best practices to deliver a world class customer experiences. As the leader for the CSM team you will set the direction for and drive your team in identifying customers who need assistance with implementing and adopting Proofpoint, establishing and maintaining executive relationships with Proofpoint’s customers, and ensuring Proofpoint continues to deliver value to customers. You will be responsible for reducing the risk of customer churn as well as driving customer adoption and success through CSMs who provide oversight, adoption recommendations, identify opportunities for greater service and identify early warning signs of churn. The success of this role means higher customer satisfaction, retention and expansion of Proofpoint’s business
Lead the CSM team as they field requests from Sales and Support to assist customers in need, proactively engaging customers we determine need help based on our analytics, ensuring our top accounts are monitored closely, and facilitating executive engagement when necessary.
Identify, conceptualize, pilot, operationalize, and deploy new processes, tools, communications, training and methodologies to ensure the CSM Team’s success across groups and departments throughout the company
Serve with other departmental management to facilitate relationships among members of these various departments and locations in order to achieve Proofpoint’s goals and objectives
Work closely with Technical Account Managers (TAM’s) and Sales and Renewals leadership to ensure prospect customers and existing customers are getting value from Proofpoint and renew / prevent customer churn
Effectively manage and participate in customer escalations to successful resolution
Oversee resource planning, reporting, territories, account assignments, incentives and communications for the CSM team
Take accountability to ensure a world-class customer experience.
What you bring to the team
You naturally excel at building relationships with customers by understanding our products and gaining a thorough projection of what our customers want to do while they implement our product(s). You partner well with Sales, Support, Product and Engineering, successfully creating a flawless and delightful experience for our new customers.
As a strong communicator, both with internal and external customers as well as to all levels of management in the organization, you will deliver informative, well-organized presentations, being skilled at communicating difficult and sensitive information tactfully and with an ability to communicate technical information to non-technical audiences.
You will leverage your 3+ years of people management experience in a software (preferably SaaS) organization in building and leading a team of CSM professionals. Your 5+ years of customer success experience in a SaaS organization, which includes driving subscription renewals, along with having a broad knowledge and experience in the cyber security space, a general knowledge of cloud architecture and on premise solutions, will lend itself well as you create and drive a successful CSM organization.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:
Build and enhance our proven security platform
Blend innovation and speed in a constantly evolving cloud architecture
Analyze new threats and offer deep insight through data-driven intel
Collaborate with customers to help solve their toughest security challenges
We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.