Job Title:

Customer Success Manager

About Skyhigh Security:

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. 

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. 

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. 

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

Role Overview:

We’re looking for you, an experienced Senior Customer Success Manager (Sr. CSM) with a deep passion for customer service, relationship management, and value creation. In this role, you’ll nurture trusted advisor relationships with customer key stakeholders and executive sponsors to drive customer loyalty and smooth adoption / implementation. Here, you deeply understand your customer's business strategy, technical environment, and success metrics in order to drive forward the value of our solutions at current and expanded scale. Your role is critical in overall customer satisfaction with adoption of our solutions, educational offerings, and support, setting the framework for successful customer renewals and value creation expansion opportunities.

Role Overview

We’re looking for you, an experienced Senior Customer Success Manager (Sr. CSM) with a deep passion for customer service, relationship management, and value creation. In this role, you’ll nurture trusted advisor relationships with customer key stakeholders and executive sponsors to drive customer loyalty and smooth adoption / implementation. Here, you deeply understand your customer's business strategy, technical environment, and success metrics in order to drive forward the value of our solutions at current and expanded scale. Your role is critical in overall customer satisfaction with adoption of our solutions, educational offerings, and support, setting the framework for successful customer renewals and value creation expansion opportunities. 

About Skyhigh Security

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. 

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. 

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. 

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

In this role, you will

• Build extremely detailed and well-informed key account plans success plans to oversee customer on-boarding, adoption, and satisfaction across your customer portfolio, promoting best practices and usage of Skyhigh Security's products and solutions.

• Develop relationships and trust at the highest levels in the customer organization, eliciting strategic conversations around business direction, strategic initiatives, competitor inroads, cost/budget considerations, etc.

• Develop and maintain an ongoing pipeline of champions within your accounts, being sought out as the trusted advisor to the account. 

• Foster relationships with complementary partners in the customer's ecosystem, positioning Skyhigh Security as the vendor of choice in the customer's tech stack.

• Be an advocate for your customers with a focus on transformation and engagement to promote a successful experience with our products and services.

• Lead strategic Quarterly Business Reviews to continue alignment and highlight ongoing progress and opportunities multiple quarters in advance.

• Handle the most complex customer escalations (deployment or customer productivity blocking issues) while seamlessly coordinating related activities with Sales, R&D and CS Engineering.

• Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed.
   

A little bit about you; you have

• A Bachelor degree or equivalent work experience in a cybersecurity/SaaS solutions company and/or an enterprise software industry

• 5-8 years of experience as a Customer Success Manager 

• Successfully managed a portfolio of enterprise clients, leading to strong adoption, expansion, and renewals of products.

• Demonstrated ability to successfully elicit strategic customer conversations, with demonstrated executive-level champions for your products within your portfolio.

• An expert, demonstrated ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base.

• An excellent customer orientation with the ability to manage complex projects and conflicting requirements.

• Excellent communication skills with a demonstrated ability to collaborate and lead cross functionally.

• An enthusiastic and dedicated approach to connecting with customers while demonstrating an understanding of their needs, ensuring they understand and realize the full value of products and services the company is offering.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.