Customer Success Manager
Description
Summary
Data has never been more valuable and vulnerable. As cybercriminals become more sophisticated and regulations more strict, organizations struggle to answer one key question: “Is my data safe?
At Varonis, we see the world of cybersecurity differently. Instead of chasing threats, we believe the most practical approach is protecting data from the inside out. We’ve built the industry’s first fully autonomous Data Security Platform to help our customers dramatically reduce risk with minimal human effort.
At Varonis, we move fast. We’re an ultra-collaborative company with brilliant people who care deeply about the details. Together, we’re solving interesting and complex puzzles to keep the world’s data safe.
We work in a flexible, hybrid model, so you can choose the home-office balance that works best for you.
The role of the Customer Success Manager (CSM) is to work with Varonis customers to drive Varonis solution value to the customers, customers satisfaction retention, renewals and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. The Customer Success Manager will work with business leaders to understand their needs and map Varonis best practices to customer business requirements. In addition, the role requires the ability to develop and coordinate cross-functional teams and to ensure a successful transition from deployment through ongoing operations. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.
Responsibilities
Responsibilities
- Manage a portfolio of Mid-Market & Enterprise level accounts to foster long-term business relationships that achieve early value for our customers and ensure timely renewals and revenue growth for Varonis.
- Navigate complex, matrix organizations and identify key stakeholders, develop, and own strategic customer relationships to deepen commitment to the solution at the right level.
Define business objectives and priorities based on customer’s feedback, create effective Success Plans based on use cases and deliver them through proactive customer service and a high level of ownership that ensures timely renewals, high adoption of the platform, and revenue growth. - Take a lead in the organizing and running of customer-facing sessions and interactions such as Quarterly Business Reviews, Best practice & Product training sessions, Executive Briefings, office hours, regular touch points and reviews, etc.
- Proactively identify and mitigate any risks to renewals and long-term relationships with customers.
- Act as the first point of contact and escalation point for the customer and internal teams and drive resolutions and escalations in a timely, proactive manner.
- Monitor customer health and value confirmation by tracking product usage, and customer satisfaction and by collecting and encouraging customer feedback.
- Communicate the status of assigned accounts to all relevant parties within Varonis on a need- to-know-basis.
- Act as a customer's voice and represent their needs and priorities with cross-functional teams across Development, Product Management, Professional Services, Sales, Marketing, and Customer Support.
- Conduct regular on and off-site meetings to understand customers' business requirements.
- Assist with the development of technical educational, marketing, and sales material in support of customer success.
Conduct regular on and off-site meetings to understand customers' business requirements. - Assist with the development of technical educational, marketing, and sales material in support of customer success.
Skills, Experience, and other requirements
- Minimum of 4 years of customer-facing experience in a services role preferably with a software vendor
- 3 years of experience in SaaS customer success and retention roles
- Prior experience in software delivery is a must; Experience in the security space is a strong plus
- Track record of delivering results above expectations with enterprise-level customers
- Great understanding of stakeholder management and ownership and a track record of applying it in the work context
- Excellent executive-level communication and presentation skills
- Demonstrable empathy with customers with a clear understanding of the value and a strong sense of urgency when servicing customers’ needs
- Strong project management skills
- Ability to develop strong product/technology/industry knowledge
- Hybrid role with at least 3 days onsite (customer site or Varonis offices)
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.
@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.