Customer Success Manager

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. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. Key Responsibilities: Engagement with Skyhigh Sales Team - Attend end user (customer) and partner meetings with the Sales team to gain introductions and understanding of end user's requirements from Skyhigh. Share with end users and partners our DLP, SSE, DSPM best practices and critical capabilities across the Skyhigh solution suite. Help to connect end user requirements to Skyhigh solutions, validate feasibility and demonstrate Skyhigh features. Conduct a gap analysis to understand adoption and expansion opportunities in the end user environment. Serve as the primary point of contact for assigned accounts, building strong, trusted, long-term relationships. Prepare a mutual success plan. Create an adoption plan. Conduct business reviews and regular operational service reviews. Act as an escalation point for Skyhigh distributors and resellers. Coordinate between external stakeholders and internal Support team for high severity cases.

Responsibilities

Attend end user (customer) and partner meetings with the Sales team to gain introductions and understanding of end user's requirements from Skyhigh.; Share with end users and partners DLP, SSE, DSPM best practices and critical capabilities across the Skyhigh solution suite.; Help to connect end user requirements to Skyhigh solutions, validate feasibility and demonstrate Skyhigh features.; Conduct a gap analysis to understand adoption and expansion opportunities in the end user environment using internal telemetry and discussions with the account team.; Serve as the primary point of contact for assigned accounts, building strong, trusted, long-term relationships.; Prepare a mutual success plan in discussion with the partner and end user to understand their objectives, use cases and desired outcomes from Skyhigh.; Create an adoption plan to meet the end user's requirements and recommend best practices using Skyhigh's solution suite.; Conduct business reviews and regular operational service reviews focussing on support quality, product queries, product utilization, adoption and new features/recommended use cases for the customer.; Act as an escalation point for Skyhigh distributors and resellers if there are any issues or concerns related to your managed customers.; Coordinate between external stakeholders and internal Support team for high severity cases.; Continuous learning on Skyhigh product deployment, competitive differentiators, use cases, new features and industry best practices.

Requirements

6+ years of direct customer experience managing coverage of Enterprise level customer or high-ARR accounts, with at least 3+ years of experience with Enterprise level accounts.; 8+ years of previous work experience in a Customer Success or Technical Account Management role within the IT/cybersecurity sector.; A working knowledge of networks, cybersecurity products and solutions.; Exceptional relationship management skills with the ability to engage both technical and business stakeholders.; Strong project management skills, with experience managing customer onboarding, training, and implementation projects.; Strong problem-solving skills with a proactive, customer-first mindset.; Ability to manage multiple accounts while prioritizing key customer needs.; Exceptional attention to detail, ensuring accuracy in project planning, execution, and reporting.; Extensive capability to understand customers' distinct use cases and how they align to the project goals.; Influencing skills to drive alignment, manage expectations, and gain buy-in from cross-functional teams and stakeholders.; Strong verbal and written communication skills along with excellent presentation skills.; Experience working with CRM tools (Salesforce, ChurnZero, etc.) or other Customer Success platforms.

Nice to have

Experience working specifically with solutions such as SWG, CASB, Zero Trust, Endpoint Security, or similar.; Cybersecurity certifications (CISSP, CISM, or equivalent) are a plus.; PMP project management certification

Benefits

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; Employee recognition program; Blast Talks learning series; Team celebrations; Hybrid work model