Manager. Customer Success

ustomer Success Manager (CSM) team.

Essential Functions

• Works to ensure that customer satisfaction is always a priority.

• Works with CSMs on their portfolio to identify accounts at risk and develop a Get-Well-Plan.

• Supports CSM outcomes by collaborating with key stakeholders to advocate for customers by ensuring seamless communication and alignment, leveraging customer feedback sessions, NPS surveys or customer advisory boards.

• Works with other departments to establish consistency in both service and culture, and manages personnel issues.

• Strong personal drive for quality; ability to train and mentor others in their career through ongoing training programs, coaching and skill-building initiatives.

• Makes recommendations concerning the needs of the department to meet expected growth and long-term strategic plans and create a positive workplace with opportunities for the team.

• Runs and monitors trend reports to detect problems related to the Customer Success services and deliverables.

• Manages the coordination of the activities within the CSM portfolios with responsibility for results, including resource allocation, workload management, customer retention, renewals, costs and & staffing.

• Ensures CSMs are accurately prioritizing and relaying customers' needs within Engineering, Product Management, Sales and Technical Support via effective cross functional communication.

• Acts as an escalation point for customer issues that arise from within the team; directly from customers; or from other Forcepoint functions such as Sales. Responsible for defining, communicating, and managing the resolution plan. Responsible for collaboration with Delivery Teams to ensure proper resources are added to the escalation as required.

• Gathers product insights from CSMs and customers and uses feedback to improve processes, enhance product offerings, and drive innovation.

• Recruits and onboards new CSMs by hiring the best quality talent.

• Keeps abreast of industry trends, best practices, and emerging technologies in both fields, IT and Customer Success and applies this knowledge to enhance customer success strategies.

• Joins customer calls that can drive strategic outcomes, reduce renewal risk, or help address escalations.

Education and Experience

• Bachelor's degree in computer science or information systems or equivalent experience.

• 3-5 years management experience, managing teams in Technical Account Management or Customer Success

• At least 6 years in Customer Success or in an Information Systems environment supporting business-to-business customers.

• Excellent verbal and written communications with outstanding analytical and problem-solving skills are essential to represent this position.

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Don't meet every single qualification? Studies show people are hesitant to apply if they don't meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you're excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

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