Enterprise Customer Success Manager

Job Summary

As an Enterprise Customer Success Manager at CyberArk, you will leverage your expertise to cultivate essential relationships with your customer base, ensuring the seamless onboarding and successful adoption of the CyberArk platform. Your responsibilities will include proactively engaging with customers, utilizing outcome-based reporting and Key Performance Indicators (KPIs) to demonstrate a tangible return on investment. This foundational work will contribute to the expansion and strengthening of CyberArk's regional presence. A critical component of this role involves collaborating strategically with sales, Sales Engineers (SEs), and Professional Services to ensure comprehensive fulfillment of customer requirements. You will serve as a trusted advisor on security matters and industry best practices. Previous experience with CyberArk Software solutions or pertinent experience with enterprise applications and security management is highly desirable.

Responsibilities

Customer Relationship and Success Management

• Establish and nurture trusted advisor relationships with customers and partners, driving key collaborative engagements.
• Serve as the primary point of contact for complex customer relationships, potentially spanning multiple products and geographic regions.
• Collaborate with the customer to define, create, and periodically review the criteria for success.
• Conduct quarterly business reviews (QBRs) to ensure customers are successfully achieving desired outcomes from their CyberArk solutions.

Product Expertise and Adoption

• Maintain a deep understanding of CyberArk products, including their features and functionality, and effectively communicate how they address customer security requirements.
• Monitor and track product adoption rates to ensure high customer retention.
• Develop and implement success plans, in collaboration with functional teams, for both increasing customer adoption and mitigating risk for at-risk accounts.

Commercial and Operational Oversight

• Work closely with the sales team to manage contract renewals, identify upsell opportunities, and pursue cross-sell opportunities.
• Monitor customer support tickets to ensure adherence to agreed-upon Service Level Agreements (SLAs).

Qualifications

Customer Success & Relationship Building:

• 5+ years in a Customer Success, Sales Engineer, Account Management, or similar client-facing role.
• Proven ability to work with large enterprise customers and build strong relationships across all stakeholder levels, including Executive and CXO leadership.
• A focus on mitigating customer churn and driving positive Net Recurring Revenue (NRR).

Technical Expertise:

• Strong understanding of security concepts/frameworks and the development of security roles within organizations.
• In-depth knowledge of enterprise Directory services (e.g., Active Directory, LDAP, Azure) and associated support/security operations.
• Strong experience with Windows/Active Directory administration, as well as knowledge of UNIX/Linux and databases.
• Knowledge of cloud technologies such as AWS, Azure, and GCP is a plus.
• Knowledge of scripting, development, and DevOps principles is highly desirable.
• Experience installing and supporting enterprise software on both Windows and UNIX platforms.
• IT Security certifications are a plus.

Industry-Specific Knowledge (Preferred):

• Prior experience with CyberArk Software solutions is preferred, or relevant experience with enterprise applications in the security space.
• Specific experience with security management, identity management (IAM), systems management, and/or policy management solutions is preferred, especially in the IAM and SIEM domains.

Soft Skills & Communication:

• Excellent communication and interpersonal skills.
• Demonstrable experience collaborating across internal organizational teams to achieve the best results for customers.
• Fluency in English is required; proficiency in additional languages is a plus.

Immigration sponsorship is not available for this position. Please note that we will not sponsor applicants for work visas for this position.