Customer Success Manager

• Act as the primary post-sale point of contact, leading the customer journey from deal closure through product utilization, value realization, renewals, and business growth
• Cultivate long-term customer partnerships and help customers achieve business and technical outcomes
• Drive product adoption and value realization through best practices, deployment-health monitoring, telemetry, and scalable engagement
• Identify upselling, cross-selling, renewal, retention, and revenue-expansion opportunities
• Manage diverse customer portfolios and engage stakeholders from C-suite to operational levels
• Deliver high-touch interactions and scalable programs including workshops, webinars, and quarterly business reviews
• Handle escalations and coordinate with Sales, Solution Engineering, Renewals, Channel, Professional Services, Support, Engineering, Marketing, Finance, and Training
• Advocate for customers by providing feedback to solution engineering and product teams on needs, development, and product roadmaps

• 5 to 7+ years of experience in Sales, Pre-sales, Renewal or technical customer-facing roles
• 3+ years of experience being accountable for customer health, revenue realization, renewals, retention, and managing scaled or pooled accounts
• Solid understanding of IT systems, software architecture, or SaaS business models
• Preferred background in the cybersecurity industry
• Intermediate or above English proficiency for effective communication with global teams and technical documentation comprehension
• Proficiency in Bahasa Melayu and Mandarin will be an advantage
• Proven track record in relationship building, complex negotiations, contract renewals, churn prevention, and upselling/cross-selling strategies

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement
• Social programs
• Flexible work hours
• Family-friendly benefits