Offer summary

Qualifications:

Bachelor’s degree in Business, Marketing, Communications, Computer Science, or a related field., 3-6 years of experience in a customer-facing role, such as Customer Success or Account Management., Strong verbal and written communication skills for effective interaction with technical and non-technical stakeholders., Familiarity with customer relationship management tools and problem-solving skills..

Key responsabilities:

Foster long-term customer relationships and ensure product adoption.

Lead the onboarding process for new customers and act as the main point of contact.

Monitor customer health and engagement, proactively identifying areas of concern.

Collaborate with internal teams to drive contract renewals and identify upsell opportunities.

Job description

About Us

At Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 15,000 organizations in over 100 countries around the world.

Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Centerbridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners.

Position Overview

The Customer Success Manager (CSM) is responsible for fostering long-term customer relationships, ensuring product adoption, maximizing customer value, and driving retention and expansion opportunities within a portfolio of named customer accounts. As a CSM you will serve as trusted advisor, helping clients achieve their desired business outcomes through proactive engagement, support, and strategic guidance. Customer Success Managers act as the bridge between customers and internal teams, advocating for customer needs while aligning with business objectives.

Responsibilities

Customer Obsession: Put our customers at the heart of everything you do. Actively listen to their feedback, anticipate their needs, and go above and beyond to deliver an exceptional customer experience.
Relationship Building: Cultivate strong relationships with key stakeholders throughout our Customer’s organization. Understand their business objectives and challenges to provide tailored solutions.
Onboarding and Adoption: Lead the onboarding process for new customers, act as the main point of contact for all things Netwrix, ensuring smooth adoption of our products throughout the Customer lifecycle.
Value Realization: Work closely with customers to define and measure key success metrics and design a mutually agreed upon success plan. Track and report on the achievement of desired outcomes to ensure customers realize the full value of our products and services.
Customer Health Monitoring: Continuously monitor customer health and engagement. Proactively identify areas of concern and implement strategies to ensure success.
Customer Success Playbooks: Orchestrate internal resources to deliver right-on-time solutions based on the Customer Health playbook.
Bi-Annual Health Checks: Coordinate bi-annual health checks with our Customer and internal technical resources, ensure go forward plan aligns with strategic objectives, drive execution and ensure a regular communication cadence with the Customer.
Renewals and Expansion: Collaborate with the Account and Renewal Managers to drive contract renewals and identify upsell and cross-sell opportunities based on customer needs.
Customer Advocacy: Be the voice of the customer within Netwrix. Advocate for customer needs, feedback, and feature requests to drive product improvements and enhancements.

Qualifications

Bachelor’s degree in Business, Marketing, Communications, Computer Science, or a related field.

3-6 years of experience in a customer-facing role, such as Customer Success, Account Management, or similar.

Prior experience using customer relationship management tools, customer engagement platforms, and support ticketing systems. (For example: Salesforce.com, Microsoft Office Applications, Outreach, Magnify, Gainsight, etc…)

Strong verbal and written communication skills with the ability to communicate effectively with both technical and non-technical stakeholders.
Problem-Solving Skills: Proven ability to analyze complex situations and provide creative solutions to meet customer needs.
Collaborative Team Player: Ability to work collaboratively with cross-functional teams to ensure customer success.
Tech-Savvy: Familiarity with information security is a plus.
Most importantly, you are intellectually curious and eager to learn about everything (new technologies, industry best practices, customer’s “whys”, etc.).

Why You’ll Love Working at Netwrix

Competitive Health Benefits
Continuous Learning and Development Opportunities
Team-Oriented, Collaborative, and Innovative Work Environment
Regular Company Town Halls to Keep You Informed
Opportunities for Career Growth and Advancement

We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.

Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and will consider all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Please let us know if you require any accommodation.

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