Enterprise Customer Success Manager at Cyberark1

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).