Description

Manage the customer lifecycle using digital touch models to drive adoption, improve user experience, and mitigate risk.

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.

Responsibilities

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