Customer Success Manager

A Customer Success Managers (CSM) should possess both social and analytical skills. The ideal CSM is an excellent communicator with critical thinking and problem-solving skills, as well as an appetite for ongoing learning.

Duties include a broad range of tasks such as developing and maintaining ongoing relationships with various contacts in customers organizations (executive sponsor to day-to-day), providing thought leadership and acting as a trusted advisor, developing, and monitoring success programs, contributing to increased revenue, and minimizing churn.

CSMs should be able to provide insights on customer-to-business interactions and own the overall experience management between the customer and Pathlock teams.

Duties/Responsibilities:

• Manage business relationship between customer and Pathlock; act as liaison between internal and external teams to drive alignment and meet desired outcomes
• Partner with customer and Pathlock s cross-functional teams to promote adoption, satisfaction, and advocacy throughout their journey
• Demonstrate a deep understanding of Pathlock s product suite (SOD, UAR, Provisioning, CCM, AVM) and how it aligns with customer systems such as SAP ECC, S/4HANA, Ariba, Oracle, Workday, etc.
• Conduct executive business reviews with appropriate stakeholders to review progress towards or achievement of desired outcomes; address challenges with plans for mitigation and align on upcoming / future business objectives
• Maintain knowledge over book of business & keep records of information in Salesforce, including Assets, ERPs, QBRs & meeting notes, key contacts, at-risk insights, & referenceable contacts
• Communicate & collaborate regularly with Sales, Solution Architects, Solution Engineers, Professional Services, Product, Support, & Marketing
• Leverage sales approach best practices with ongoing discovery and uncovering new upsell opportunities

Required Skills/Abilities:

• Experience with cloud-based enterprise software, particularly in GRC, identity/access management, or SaaS security
• An ability to grasp client needs and to increase customer engagement
• Solid knowledge of SAAS products, MS Office and CRM Software
• Excellent communication and negotiation skills
• Analytical and time-management skills
• Strong team player
• Enthusiastic and passionate, with a sense of pride and ownership in your performance and its impact on company success

Education and Experience:

• High School Diploma
• College Degree
• 2+ Years of Customer Success experience

Travel Required:

• Less than 10%

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Type and communicate via commonly used office equipment including telephone and email

Salary: $80k - $120k OTE

4 days per week in office