Manager - Customer Success - IT/Telecom

Description:

- Responsibilities:

- Drive Customer Adoption: Identify adoption gaps, build tailored success plans, and align product use cases to value realization.

- Monitor Adoption Health: Track adoption across your portfolio and create quarterly improvement plans.

- Support Renewals: Partner with the renewals team to connect adoption health with renewal outcomes. Flag churn risks early and lead mitigation efforts.

- Identify Expansion Opportunities: Collaborate with internal teams and sales to uncover and quantify growth potential.

- Be a Trusted Advisor: Build strong relationships with key stakeholders and guide customers with best practices and strategic insights.

- Lead Customer Engagements: Host Executive Business Reviews (EBRs) and maintain proactive, high-value touchpoints.

- Document Value: Capture use cases, success stories, and lessons learned to enrich our Customer Success knowledge base.

- Advocate Internally: Represent the customers voice and ensure their needs are championed across the organization.

Qualification Criteria

Primary Skills:

- Sales

Preferred Colleges:

- NA

Minimum GPA:

- 1

Additional Information

Requirements:

- 5+ years in Customer Success or similar roles within enterprise software, preferably in security or systems integration.

- Proven experience managing strategic and enterprise-level customers with measurable success.

- Strong understanding of network security, governance, audit, risk, and compliance practices.

- Customer-first mindset, highly proactive, and comfortable with client-facing engagements (calls/visits).

- Excellent consulting, project management, and data-driven decision-making skills.

- Solid knowledge of security tech (firewalls, IDS/IPS, SDN, compliance) and APIs (Java, REST).

- Familiarity with infrastructure, cloud (public/private/hybrid), and networking (LAN/WAN).

- Resilient and adaptable in dynamic, fast-paced environments.

- Executive presence and ability to manage high-stakes conversations and escalations.

- Willingness to travel up to 50% of the time

Advantages:

- Experience with Salesforce.com and Gainsight.

- Technical depth in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius.