Customer Success Manager
What We Do
Managing cyber risk, together – As the world is becoming more and more connected so is the need for Forescout’s solutions. Forescout is at the forefront of one of the largest needs in the security space. Forescout delivers automated cybersecurity across the digital terrain, maintaining continuous alignment of customers’ security frameworks with their digital realities, including all asset types – IT, IoT, OT, IoMT.
Our team is looking for individuals who have positive energy, an entrepreneurial spirt, and the drive to partner with our committed team to sell the best technology and drive team success!
What You Will Do
- Here at Forescout, we are committed to delivering a successful customer experience. As a Customer Success Manager, you will hold a critical and strategic customer-facing role.
- You will own relationships with a portfolio of Forescout strategic customers to ensure they achieve their desired outcomes and realize the value of their investments through the successful adoption and optimization of our products and solutions.
- Manage performance metrics, renewal rate, reference-ability, renewal likelihood, adoption, consumption, customer engagement. Identify renewal risk and collaborate with internal teams to remediate.
- You will partner closely with our sales, product management, engineering, professional services, and customer support teams to consolidate efforts, streamline communications, and deliver exceptional customer satisfaction.
- Establish relationships with your customers through regular meetings to understand the complexities of their environment and how Forescout’s solutions can meet their business and technical objectives.
- Collaborate with your customers to create, implement and achieve a customer success plan – a plan that clearly outlines the customer’s objectives, the path to achieving those objectives and the progress against the plan.
- Create customer deliverables (QBRs, upgrade plans) suitable for a diverse set of constituents from senior executives to end-users.
- Coordinate activities with the assigned Adoption Engineer
- Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion.
- Lead, drive and communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities.
- Partner with sales teams to identify expansion opportunities and mitigate loss to competition.
- Proactively manage account escalations with the appropriate internal stakeholders.
What You Will Bring To Forescout
We encourage you to apply if you meet most but not all the desired skills and experience listed in this job posting. We value competencies, aptitude, and a great attitude as supplement to experience.
- 3 to 5 years relevant work experience in customer success, sales engineering, post sales technical account management and similar roles.
- Full stack account management experience: including onboarding/implementation, product adoption, upsells, and renewal management.
- Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
- Experience working with, and managing, stakeholders and customers.
- Experience with enterprise security products and/or offerings.
- Some knowledge of cybersecurity products, specifically covering REM, NAC and XDR.
- Technical knowledge of Forescout products, preferred.
- Proven skill with juggling multiple account management projects at a time while maintaining strong attention to detail.
- Excellent communication and interpersonal skills.
- Flexible approach, able to operate effectively with uncertainty and change.
- Driven, self-motivated, enthusiastic and with a “can do” attitude.
- Understanding of customer success and all aspects of the customer lifecycle.
- Ability to present, articulate, interpret, and communicate technical information to varying levels of technical understanding.
- Proven long-term customer relationship development skills; passionate about customer success.
Desired Outcomes
- To Improve Onboarding / Time-to-Value for assigned accounts.
- To Ensure successful deployment of Forescout products with great customer experience for assigned accounts.
- Improve/sustain customer retention assigned accounts.
- Increase ARR via upsell, cross-sell and renewals for assigned accounts.
- Improve NPS, Customer Health Score, CSAT and Product Adoption for assigned accounts.
Other Requirements:
- Fluent in English and Arabic Language
- We welcome applications from candidates from all backgrounds and experiences.
- Extended or non-traditional work hours may sometimes be required.
- Opportunity for domestic and international travel.
What Forescout Offers You
Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more!
More About Forescout
Forescout Technologies, Inc., a global cybersecurity leader, continuously identifies, protects and helps ensure the compliance of all managed and unmanaged cyber assets – IT, IoT, IoMT and OT. For more than 20 years, Fortune 100 organisations and government agencies have trusted Forescout to provide vendor-agnostic, automated cybersecurity at scale.
The Forescout Platform delivers comprehensive capabilities for network security, risk and exposure management, and threat detection and response. With seamless context sharing and workflow orchestration via ecosystem partners, it enables customers to more effectively manage cyber risk and mitigate threats. Learn more at www.Forescout.com.
Our Mission
To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.
Our Vision
A world where every cyber asset is seen, secure and compliant.
Our Cultural Values
- Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
- Customer Driven – We listen, we learn, and we make it right.
- Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.
- Relentless – We're smart, determined, and find a way. We figure stuff out.
- One Team – We all work together, and we all win together.
Our DEI Statement
At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.
NOTE TO EMPLOYMENT AGENCIES:We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature.No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
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Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.