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Enterprise Customer Success Manager

Cyber Ark

Aug 13

About CyberArk:

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit https://www.cyberark.com, read the CyberArk blogs or follow on Twitter via @CyberArkLinkedIn or Facebook.

 

Job description:

The Enterprise Customer Success Manager (E-CSM) is a critical role to deliver our next phase of growth in CyberArk. The E-CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize the recurring value from all Cyberark products, Perpetual or Subscription, premise or cloud. You will work closely with Directors/Managers of Security, Security Engineers, Security Architects and Dev-Ops teams to implement best in class Access and Identity products from Cyberark. The end results are increased customer satisfaction, value, retention and expansion of the Cyberark security footprint.

 

Responsibilities:

  • Own the ultimate responsibility for the customer’s onboarding, adoption, and advocacy across a portfolio of customers.
  • Work with the customer to build success plans, establish critical goals, to aid the customer in achieving their objectives.
  • Design and execute on a value roadmap for your customers
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, review executive dashboards, and program status.
  • Cement yourself as a trusted advisor/strategic advisor with customer and drive continued value of our products and services.
  • Partner with Cyberark Account Team (Account Manager, SA, Training, and Enablement) to find opportunities for new usage of Cyberark across organizational functions.
  • Act as the voice of the customer internally to advocate customer’s needs. 
  • Engage proactively with the customer at every step of the journey of the customer with Cyberark products.
  • Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with Cyberark teams to proactively remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.
  • Identify areas for improvement in the customer experience, both in our product and processes.

 

Requirements:

  • 5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles
  • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
  • Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
  • Experience with enterprise security products and/or offerings
  • Strong knowledge of cloud architecture as well as on-premise IT landscape
  • Solid understanding of IT security strategies
  • Practical experience of enterprise Directory services (Active Directory, LDAP, Azure etc.), including support and security operations
  • Fundamental technological knowledge of networking environments
  • Experience installing and supporting enterprise software on Windows and UNIX platforms
  • Excellent in business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
  • Up to 25% travel

 

CyberArk is an Equal Opportunity/Affirmative Action 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.

 

Recruiting agencies or vendors without a valid agreement between the parties are not authorized to (a) send CyberArk unsolicited resumes or candidate data or (b) contact CyberArk employees for the purposes of presenting candidates for employment. CyberArk will only work with recruiting agencies who have a valid agreement with CyberArk and that are specifically invited by CyberArk’s recruiting team to assist with searching for and submitting candidates for a specific position. Any unsolicited resumes or other candidate data submitted to CyberArk will not be accepted and shall be considered CyberArk’s property. CyberArk will not pay any placement or other fees of any kind for any unsolicited resumes or candidate data that is submitted in violation of this policy. CyberArk does not accept liability under any legal theory such as course of conduct, oral agreements, implied contracts, or otherwise based on negotiations with a candidate identified from an unsolicited resume or data in violation of this policy.