Manager of Customer Success- Strategic
Description
Job Title: Manager of Customer Success
Department: Customer Success
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The Manager of Customer Success (Manager of CS) leads a team of Customer Success Managers (CSMs) that supports Varonis’ enterprise customers to drive retention, renewals, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding service delivery management, people management, relationship management, leadership skills and technical acumen.
As the Manager of CS, you will develop the team, manage day-to-day workloads and create strategies to optimize the productivity of the team while delivering value to our customers. You will be responsible for driving customer outcomes through involvement in and ownership of customer interaction, achieving team goals, appropriate reporting, internal and external stakeholder reviews, continuous improvement of results, and ensuring support and alignment across the Services Organization. The Manager of CS will also collaborate with other leaders within other teams including Sales, Professional Services, Renewals, Support and Product management to ensure early delivery value to our customers.
Responsibilities
• Create a team culture that enables high performance, sense of urgency, focus on outcomes, proactive mindset, constructive feedback and continuous learning.
- Organize and manage CSM team’s goals, activities, priorities and Account Plans that ensure early delivery of value to Varonis customers and stakeholders through regular inspection and proactive risk management.
• Serve as the escalation point for CSMs and stakeholders and act as Varonis leadership presence and support with customers as and when necessary.
- Develop a good working relationship and buy-in from the key internal stakeholders (e.g. Sales, Support and Engineering leaders, account teams, CS Ops, Professional Services and Marketing Team) and promote a one-Varonis team mentality.
• Identify and drive continuous improvements of the CS best practice through analysis, sharing of best practice examples and through constructive collaboration with peers and SME groups.
• Help hire best talent and best fit for Varonis
• Ensure CSMs development and growth
Experience
• 5+ years of customer facing experience in services roles
• 2 years of experience in SaaS customer success and retention roles
• 2 – 4 years of successful team and people management in North America
• Track record of working with enterprise level customers
• Prior experience in software delivery is a must, experience in the security space is a strong plus
• Strong operational background with proven ability to define and leverage business metrics to manage team goals. Track record of delivering results above expectations
• Great understanding of stakeholder management and ownership
• Excellent executive level communication and presentation skills
• Demonstrable experience of managing change is a strong plus
• Willingness to travel within North America
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Job Title: Manager of Customer Success (NAM)
Department: Customer Success Services
The Manager of Customer Success (Manager of CS) leads a team of Customer Success Managers (CSMs) that support the Varonis clients to drive retention, renewals, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management, leadership skills and technical acumen.
The Manager of Customer Success will lead a team of Customer Success Managers (CSMs), supporting subscription customers in North America and manage a small number of accounts on the Varonis Customer Success Program (CSP). As the Manager of CS, you will develop the team, manage day-to-day workloads and create strategies to optimize the productivity of the team while delivering value to our customers. You will be responsible for achieving the objectives of the team, reporting, internal and external stakeholder reviews, continuous improvement of results, and ensuring support and alignment across the Services Organization. The Manager of CS will also collaborate with other leaders within other teams including Professional Services, Sales, Renewals, Support and Product management to ensure our customers are successful.
Responsibilities – Team Management
- Manage the team of CSMs in respect to milestones, activities, goals, Account Plans and ensuring ensure quality services are being provided; Serve as the escalation point for CSMs
- Develop relationships with Sales leadership and account teams; ensure awareness of CS activities and drive collaboration between Sales and CS toward account team goals
- Perform ongoing analysis of customer lifecycle and take the necessary measures to increase engagement and consequent impact throughout
- Apply understanding of internal tools for documentation and reporting requirements; run standard reports and review them regularly
- Hire, train, manage and coach CSMs that report to you and CSMs/CSRs they may mentor
Experience
- 5+ years of customer facing experience in services roles, previous management experience is a plus
- Prior experience in customer success and retention roles
- Track record of working with enterprise level customers
- Experience of managing teams, including remote teams in North America
- Willingness to travel within North America
- Strong operational background with proven ability to define and leverage business metrics to manage team goals. Track record of delivering results above expectations
- Excellent executive level communication and presentation skills
- Prior experience in a software delivery is a must, experience in the security space is a plus
We invite you to check out our Instagram Page to gain further insight into the Varonis culture!
@VaronisLife
Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.