NetEnrich - Manager/Senior Manager - Customer Success - Cyber Security
2 months ago
About Netenrich:
- Netenrich empowers organizations to strengthen their security and digital operations, ensuring smooth functioning and risk mitigation.
- Their Resolution Intelligence CloudTM is a cloud-native data analytics platform built for businesses and service providers seeking highly scalable, multi-tenant security operations and/or digital operations management.
- By transforming security and operations data into actionable intelligence, Netenrich helps over 3,000 customers and managed service providers achieve secure operations at scale.
About the Role:
- We are searching for a passionate and experienced Customer Success Manager (CSM) / Senior CSM to join our thriving team and guide customers through their Security Operations transformation journey.
- This high-profile position demands exceptional communication and interpersonal skills, along with the ability to multi-task, prioritize effectively in a fast-paced environment, and collaborate seamlessly across all organizational levels.
- Prior Customer Success experience is highly Account Management: Proactively manage customer relationships to secure renewals, cultivate advocacy, and facilitate expansion opportunities alongside the sales team.
- Drive Product Adoption & Demonstrate Business Value: Champion the adoption of Netenrich solutions within your assigned customer base and assist them in realizing tangible business benefits.
- Product & Domain Expertise: Possess a strong understanding of Netenrich's solutions and function as a trusted advisor to your customers.
- This encompasses basic technical knowledge to grasp the platform's architecture and the ability to analyze and interpret underlying business data.
- Customer Satisfaction & Risk Management: Maintain exceptional customer satisfaction and act as the primary point of contact for managing risks and effectively resolving escalations.
- Customer Advocacy: Gather customer feedback regarding products and use cases, channeling it effectively to drive product advancements.
- Customer Onboarding: Guide customers through deployment planning, recommend best practices for implementation, and proactively manage risks to ensure a smooth and agile rollout of the 5-7 years of experience in Security Operations, ideally involving driving adoption of a technical platform or solution for SaaS customers.
- 5+ years of experience in an enterprise CSM role, with a minimum of 5 years supporting enterprise security SaaS products.
- Mandatatory experience with technical skills in SIEM/SOAR/MDR solutions.
- Proven ability to build and maintain long-lasting relationships with executives (including CISOs and CIOs) at F500 companies, alongside a track record of delivering a remarkable customer experience (demonstrated through achieved health scores, account retention/growth rates, and percentage of reference-able customers).
- Action-oriented with the ability to assess and integrate inputs across various functions (Support, Product, Engineering) and convert them into a scalable solution and clear customer narrative.
- Strong soft skills focused on developing and retaining customer trust, effectively de-escalating issues, and transforming escalations into positive experiences through high-quality responses.
- Excellent analytical and organizational skills with the ability to assess and review the customer's financial return on investment (ROI).
- Strong written, spoken, and presentation skills, allowing you to communicate effectively with all levels of the organization, both internally and externally.
- Demonstrated proficiency in introducing and reviewing new product features, best practices, and following up with customers to drive desired platform adoption/usage.
- Strong technical troubleshooting skills (ideally with prior Support or SE experience) and the ability to collaborate, coordinate, and escalate issues within a team of product support professionals.
- Previous experience with internet and networking technologies and products, including email security solutions.
- Expertise in utilizing case management systems and CRMs (e.g., Salesforce / Jira)
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