Description

Manage the customer lifecycle using a digital, one-to-many touch model to drive adoption and improve user experience.

Responsibilities

• Manage customer lifecycle through digital touch models to increase product adoption and satisfaction.
• Utilize automation and toolsets to scale success efforts and provide visibility to internal stakeholders.
• Monitor auto-generated alerts and tasks to proactively identify and mitigate customer risk.
• Advocate for customer needs and issues across internal departments.
• Lead escalated or at-risk customers toward resolution and present business reviews demonstrating product value.

Required Skills

• 5+ years of experience in Customer Success, Customer Care, Support, or a similar customer-centric role.
• Proven ability to manage customer expectations and increase retention and adoption.
• Technical proficiency with the ability to understand complex challenges and advise on best practices.
• Strong analytical skills and high attention to detail.
• Impeccable written and verbal communication skills.
• Experience communicating effectively with customers from diverse cultures.
• Ability to multitask and adjust priorities in a dynamic environment.

Preferred Skills

• Experience with Totango or other Customer Success platforms and Salesforce.
• Prior experience in the security industry or a working knowledge of cybersecurity terminology.

Key Skills

Education

Any Graduate