Senior Customer Success Manager
Proofpoint
IndiaremotePosted 18 days ago
Skill Required
Customer-Success-ManagementCustomer-Success-ManagerAccount-ManagementCybersecurityClient-RelationsSenior-Customer-Success-ManagerSenior-Manager-Customer-SuccessSenior-Client-Success-ManagerSr.-Manager-Of-Customer-SuccessSenior-Customer-SuccessSenior-Customer-Success-Program-ManagerEngineeringnetworkingsecurityCloudDesign PatternsRustandAIFulltime
Key highlights
- Competitive compensation
- 5 to 10+ years of industry leadership experience required
- Flexible work environment
- Minimal to light travel (25%+)
Role overview
Proofpoint is a global leader in human- and agent-centric cybersecurity, protecting people, data, and AI agents across email, cloud, and collaboration tools. The Senior Customer Success Manager (CSM) plays a post-sales, customer-centric role, ensuring customers realize the full value of Proofpoint’s products and services to maximize renewals and add-on transactions. This fast-paced position demands interaction with enterprise leaders and technical IT/Security staff, requiring outstanding communication, a strong cybersecurity background, and a passion for delivering a world-class customer experience.
Responsibilities
- Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership
- Create and maintain Customer Success Plans (CSP) for each customer, aligning with their strategic goals and leveraging language meaningful to them
- Secure approval from customers’ decision makers on the CSP’s content and timeline
- Meet regularly with customers for health checks to review product adoption and provide specific, actionable guidance on how they can get more value from what they already own
- Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful
- Consistently gather feedback to identify trends and, acting as the voice of the customer, provide that structured feedback to product management
- Identify At Risk customers that are not achieving their desired outcome and, as needed, lead cross-functional efforts to get those customers back on track
- Engage appropriate team members from cross-functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction
- Learn and document customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets
Requirements
- 4-year college degree in a business area, technical area or equivalent
- 5 to 10+ years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer-facing role with exposure to multiple technology areas
- Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
- Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
- Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results
- Proven ability to influence colleagues and customers to act in high-impact situations
- Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
- Current knowledge of cybersecurity solutions and productivity suites
- Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team
- Ability to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriate
- Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership
- Evidence of pristine documentation, executive communications, white papers, etc.
- Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
- Ability to think innovatively, strategically and deliver tactically. Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiatives
- Ability to work independently, ability to adapt quickly, positive attitude
- Travel: Minimal to light travel (25%+)
Benefits
- Competitive compensation
- Comprehensive benefits
- Career success on your terms
- Flexible work environment
- Annual wellness and community outreach days
- Always-on recognition for your contributions
- Global collaboration and networking opportunities
Additional details
- About Us: Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently.
- How We Work: At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate, Responsive to feedback, challenges and opportunities, Accountable for results and best in class outcomes, Visionary in future-focused problem-solving, Exceptional in execution and impact.
- Corporate Overview: In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective. We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.
- We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people.
- Our Culture: Our culture is rooted in values that inspire belonging, empower purpose and drive success—every day, for everyone. We encourage applications from individuals of all backgrounds, experiences, and perspectives.
- How to Apply: Interested? Submit your application along with any supporting information—we can’t wait to hear from you!