Customer Success Manager

Job Title: Customer Success Manager 
Location: Bangalore (on site) 
Experience Level: 10 to 15 years 
 
About ColorTokens 
At ColorTokens, we empower businesses to stay operational and resilient in an increasingly complex cybersecurity landscape. Breaches happen—but with our cutting-edge ColorTokens Xshield platform, companies can minimize the impact of breaches by preventing the lateral spread of ransomware and advanced malware. We enable organizations to continue operating while breaches are contained, ensuring critical assets remain protected. 
 
Our innovative platform provides unparalleled visibility into traffic patterns between workloads, OT/IoT/IoMT devices, and users, allowing businesses to enforce granular micro-perimeters, swiftly isolate key assets, and respond to breaches with agility. Recognized as a Leader in the Forrester Wave: Microsegmentation Solutions (Q3 2024), ColorTokens safeguards global enterprises and delivers significant savings by preventing costly disruptions. 
Join us in transforming cybersecurity. Learn more at  
 
Our culture 
We foster an environment that values customer focus, innovation, collaboration, mutual respect, and informed decision-making. We believe in alignment and empowerment so you can own and drive initiatives autonomously. 
 
Self-starters and highly motivated individuals will enjoy the rewarding experience of solving complex challenges that protect some of the world's impactful organizations - be it a children's hospital, or a city, or the defense department of an entire country. 

Role Description 

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You're passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, we would love you to be on-board and nurture our customers  
In conjunction with stellar technology and process, the Customer Success Manager will drive long term success and adoption as the primary interface to the customer. 
 
Job Responsibilities:

• Work with customers to articulate desired business outcomes. Define an actionable customer success plan with clear objectives, stakeholders, milestones, risk, and metrics needed to achieve them.
• Execute and track the customer success plan to fulfilment of outcomes.
• Work with cross functional teams to own and ensure customer deployments are completed quickly and efficiently.
• Identify and/or develop upsell and cross-sell opportunities.
• Own customer escalations and liase with internal teams to get it resolved on priority.
• Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction, and overall relationship.
• Engage regularly with customers via strategic and operational discussions.
• Be the customer's advocate and lead feature/issue resolution priorities/negotiations and initiatives with internal teams such as Product management, Product engineering, Customer support and Sales.
• Identify and facilitate training programs that will improve product knowledge, product usage, process know-how in the customer teams.
• Define, measure, and improve operational metrics and track through dashboards and operational reviews for effective CSM operations.
• May require working in client time-zones (for US/Europe clients) for an extended period of time. 

Desired Candidate Profile: 

• Strong mix of relationship management, strong analytical, business and technical skills.
• Delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in Cybersecurity/SaaS/hi-tech products.
• Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the enterprise customers.
• Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
• Experienced in account management & growth through farming.
• Experienced at leading presentations and discussions with customer's senior management teams 

Qualifications & Skills: 

• Bachelor's degree from Top institutes. MBA preferred.
• Excellent organization and project management capability,
• Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
• Self-started, self-motivated, flexible and results driven.
• Experience using Salesforce and other CS Tools 

Why Join Us? 

• Work on a cutting-edge cybersecurity product in a fast-paced startup environment.
• Collaborate with a world-class team of engineers and security experts.
• Opportunity to learn, grow, and make a real impact from day one.