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Enterprise Customer Success Manager

Silverfort

Silverfort

Customer Service, Sales & Business Development
United States
Posted on Wednesday, May 29, 2024

Enterprise Customer Success Manager

  • Customer Success & Support
  • United States

Description

Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry leading unified identity protection solutions for hybrid and multicloud environments. Using patented technology, Silverfort’s platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.

Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Award for Best Identity Access Management platform for its agentless secure authentication and zero trust platform by Astors.

As an Enterprise Customer Success Manager at Silverfort, you will play a crucial role in ensuring the success and satisfaction of our Enterprise customers. You will collaborate with cross functional teams to deliver maximum value to your book of business. From initial onboarding through adoption to renewal, you will build strong relationships with all levels of the customer from users to decision makers, continuously reassess ways to deliver additional value, and act as the voice of the customer internally to help drive customer-centric innovation.

Leveraging technical and business acumen alongside outstanding EQ, you will run kickoff calls, drive onboarding and implementation, organize regular Executive Business Reviews throughout the lifecycle of the contract. You will champion the overall alignment between Silverfort and the customer, acting as a trusted advisor to ensure the customer is trained and supported to maximize their value from the solution. You will shepherd your customers along the Customer Journey, ensuring they fully utilize the technology, are engaged in the Silverfort community, and the relationship is retained and continues to grow over time.

Responsibilities

  • Serve as the primary point of contact for 30-40 Enterprise customers, fostering strong relationships built on trust and collaboration.
  • Regularly conduct check-ins, technical health checks, and EBRs with customer leadership to understand the unique business objectives and challenges of each customer and align Silverfort's solutions to effectively meet their needs.
  • Partner with your Customer Solution Specialist to onboard and implement Silverfort's solutions for new customers and ensure adoption, drive satisfaction, and minimize Time-to-Value.
  • Develop and execute strategic account plans, outlining clear objectives, milestones, and success criteria across the Customer Journey.
  • Identify opportunities for expansion based on the customer's evolving needs and Silverfort's product roadmap.
  • Analyze key leading metrics for retention and success to ensure that customers are happy, maximizing value, and are set up for successful renewal and expansion.
  • Act as a customer advocate within Silverfort, representing the voice of the customer and providing feedback to internal teams on product enhancements, feature requests, and areas for improvement.
  • Proactively address any customer concerns or escalations, working with cross-functional teams to ensure timely resolution and a positive customer experience.
  • Work with Sales and Marketing to identify case studies and referenceable items to help support the Silverfort Customer Community at large.

Requirements

  • Proven track record (5+ years) of relevant experience in Post Sales / Customer Success / Solution Architecture
  • Strong technical aptitude (cybersecurity/identity is a plus) demonstrating credibility as a strategic advisor to support customers, partners, and internal teams
  • Demonstrated business acumen – ability to work with customers to understand and map business value, identify risk to non-renewal, and nurture long term relationships
  • Established ability to proactively build and maintain executive relationships with the C-Suite within Fortune 1000 accounts
  • Experience managing customers with 6-figure+ ARR contracts
  • Excellent active listening, presentation, and communication skills
  • Exceptional attention to detail and organization – customer follow up, project/escalation management, and strategic alignment
  • Strategic thinker – ability to ask probing questions, develop trust, and proactively assess risk and opportunities
  • Motivated team player and relationship builder, incredible interpersonal skills, and able to navigate challenging conversations if necessary
  • Knowledge in Networking and Information Security. Cyber Security & Cloud Technologies background is an advantage
  • Proven knowledge working with Linux and Windows (AD, Domain Controllers)

We prefer this candidate to be located on the West Coast