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CyberArk · 11 hours ago

Customer Success Manager-Federal

Boston, MA

Full-time

Hybrid

Mid, Senior Level

$82K/yr - $120K/yr

5+ years exp

CyberArk is the global leader in Identity Security, focusing on privileged access management to secure critical assets. The Federal Customer Success Manager will build relationships with US Government Agencies, ensuring customer satisfaction and value realization from CyberArk products.

Cloud SecurityCyber SecuritySecurity

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Own and drive onboarding, adoption, and advocacy across a portfolio of customers

Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives

Design and execute a value roadmap for each customer in your portfolio

Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer

Conduct Quarterly business reviews to ensure successful outcomes from CyberArk solutions

Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs

Solidify your position as a trusted advisor/strategic advisor with all customers and drive continued value of our products and services

Partner with CyberArk Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to find opportunities for new usage of CyberArk across organizational functions, and build contract renewal, upsell, and cross-sell opportunities

Define success plans for at-risk customers and execute them in collaboration with functional team

Act as the voice of the customer internally to advocate customers’ needs

Leverage internal tools, including Gainsight, to archive customer activity and other key data points

Identify and communicate areas for improvement in the customer experience including both product and process

Qualification

Customer success managementCybersecurity solutionsProject managementCloud architectureEnterprise software supportActive DirectoryConsulting skillsTechnical advisoryCommunication skills

Required

5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles

Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences

Strong knowledge of cloud architecture (AWS, Azure, GCP) as well as on-premises IT landscape

Solid understanding of concepts and the development of security roles within organizations

Practical experience with enterprise Directory services (Active Directory, LDAP, Azure etc.) including support and security operations

Fundamental technological knowledge of networking environments

Experience installing and supporting enterprise software on Windows and UNIX platforms

Up to 25% travel

Preferred

Previous experience working with US Federal/DoD/public sector customers highly desired

Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company working with large enterprise customers highly desired

Prior experience with CyberArk Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions -especially in the IAM and SIEM space