Onboarding Customer Success Manager

6 hours ago

Mumbai, Maharashtra, India CyberArk Full time
Job Description

Company Description

About CyberArk:

CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity human or machine across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The worlds leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description

As an Onboarding Customer Success Manager at CyberArk, you will own and drive the onboarding journey for a diverse portfolio of customers across the APJ region. Your primary goal is accelerating customers time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption, drive satisfaction, and lay a strong foundation for future growth opportunities.

Key Responsibilities

- Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the CyberArk solution, its value, and the path to success.
- Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide consistent and coordinated onboarding experience.
- Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.
- Roles & Responsibilities Mapping: Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
- Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
- Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize CyberArk internal resources to drive resolution.
- Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
- Advocate Enablement: Recommend and support customers in leveraging CyberArk enablement tools such as training programs, community forums, and documentation for self-service learning.
- Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.

Qualifications

- 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
- Demonstrated project management skills or familiarity managing complex onboarding projects.
- Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
- Ability to manage multiple simultaneous onboarding engagements effectively.
- Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus.
- Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
- Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).
- Willingness and availability to travel as needed.

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