Senior Customer Success Manager

As part of the Customer Success team, you will be responsible for our customer's post-sale experience and long-term success. You'll work hand in hand with customers focusing on their adoption of the Lacework platform and value realized. You'll manage relationships for your portfolio of accounts with a focus on providing a great customer experience. You'll also have the opportunity to advance and shape our post-sale customer journey, and evolve the resources and tools we use to drive successful outcomes for our customers.

The Role:

• Develop a deep understanding of the Lacework platform, cloud environments, security best practices and the DevOps world in which our customers operate.

• Drive customers onboarding (kickoff, technical implementation, product overview, …) for our assigned customers

• Develop a comprehensive understanding of the business challenges facing your customers and how Lacework solves those challenges

• Run 1:1 success sync with larger customers on a bi-weekly or monthly basis to share best practices & to present new features relevant to the customer use cases

• Detect upsell opportunities in the accounts & work with RSM/SE to close it

• Work with experts within Customer Success, Technical Support, Product Management and Engineering to solve customer issues

• Collect feature requests with customers and feed that back to the Product Management team

• Monitor and drive key performance metrics such as Adoption, Value Realization, Consumption, Customer Engagement & Satisfaction.

Qualifications:

• Minimum 5 years work experience in technical account management, product and adoption focused customer success, within the security and/or cloud computing domains.

• Hands-on experience with platforms built on Public and Private Clouds (AWS, GCP or Azure). Cloud Certifications are a plus

• Familiarity with concepts of Enterprise security and compliance frameworks

• Familiarity of Infrastructure Automation tool concepts (Terraform, Cloudformation, Ansible etc)

• Demonstrable results working as a trusted advisor to drive business value for customers

• Strong project management skills, ability to multi-task and work in a dynamic environment

• Handling customer escalations, managing customer expectations, and driving successful resolutions

• Excellent problem solving and analytical skills

• Bachelor's Degree and/or equivalent work experience preferred

Salary Range: $115,000 - $160,000 USD Annually + Bonus + Equity+ Benefits (including health, dental, wellness reimbursement, and more)