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Enterprise Customer Success Manager

il y a 1 mois

Paris, Île-de-France StrongDM Temps plein
Customer Success Manager

StrongDM is driven by a clear mission: Secure Access, Zero Trust. We design products and solutions that reflect this commitment, transforming the way organizations manage privileged access across their critical infrastructure. By leading with Zero Trust Privileged Access Management (PAM), we help our customers achieve secure, dynamic, and fine-grained control over access to their most sensitive resources. This focus on security has earned us an industry-leading 98% customer retention rate.

As a Customer Success Manager at StrongDM, you will be responsible for ensuring the success of our largest customers. You will act as the CEO of the current EMEA/APAC book of business, collaborating with sales, Sales Engineering, Support, and Product teams to maximize the value they get from StrongDM. To achieve that, you must deeply understand the problems customers seek to solve, build consensus across teams, establish a project plan to roll out, manage expectations, and deliver on our product's promise.

Key Responsibilities:
  • Act as an advisor and consultant to our customers
  • Lead kickoff calls to determine customer requirements, and goals, and define a deployment project plan to complete the rollout
  • Work directly with your technical counterpart to map customers' objectives to concrete steps in the rollout plan, and then ensure those steps are completed
  • Collaborate closely with Support and Engineering to resolve customer-specific challenges, answer questions, resolve issues, and proactively identify/anticipate/avoid issues, whenever possible
  • Drive product adoption across the entire organization by learning customers' goals and suggesting ways to help achieve them through process, product, and roadmap requests
  • Analyze customers' environment on a regular basis and provide recommendations to maximize the value of StrongDM
  • Be the voice of the customer to help improve their experience across Product, Support, and Engineering
  • Serve Fortune 500 and larger global enterprise accounts
  • Own the end-to-end success of your customers, responsible for onboarding, adoption, revenue retention, growth, and renewal
Requirements:
  • 8+ years in an Account Management role for a product/service that is sold to cybersecurity technical teams
  • Consulting background is highly preferred
  • Strong grounding in project management, including onboarding, implementation, and rollout
  • Sophisticated business sense capable of differentiating symptoms from the underlying cause and collaborating with technical teams to develop a solution
  • Demonstrated track record of persuading technical audiences to take action based on requirements and value provided by solutions
  • Demonstrated track record of managing challenging customers or situations leading to successful outcomes
  • Ability to manage large, complex projects while remaining calm under pressure and patient in times of strife
  • Be humble, unafraid to ask for help, and never assume
  • Build adoption & value framework for overall success with the customer
Compensation:
  • £119,000-£135,000 annual salary plus bonus