BeyondTrust – Customer Success Manager, UK, Remote

October 17, 2022
$50,000 - $120,000
Application deadline closed.

Job Description

About BeyondTrust

BeyondTrust is the worldwide leader in Privileged Access Management (PAM), empowering organizations to secure and manage their entire universe of privileges.  Our integrated products and platform offer the industry’s most advanced PAM solution, enabling organizations to quickly shrink their attack surface across traditional, cloud, and hybrid environments. Learn more at  www.beyondtrust.com.

Job Summary

The customer Success Manager is an energetic and enthusiastic person with a drive to engage with BeyondTrust customers, connect with them as people and ensure they realize the best value possible from their purchase. By leveraging Success Plan templates and internal Customer Success tools and platforms, the CSM will be responsible for guiding their customers through the various milestones of the customer journey (onboarding, implementation, steady state, etc.). By acting as the customer’s advocate and liaison, ensuring their questions, needs, and issues are met, the CSM will ensure a well-managed, positive customer experience throughout the customer’s journey with BeyondTrust.

What will you do?

  • Work to execute a world-class customer experience using internal tools, templates, and processes
  • Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews, etc.
  • Determine how to drive swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases, and accelerate adoption of our products
  • Manage escalated customer satisfaction issues as needed
  • Cross-collaborate with Sales, the Technical Account Management team, Renewals, and others to ensure BeyondTrust knows and understands our customers and their current state in using our products
  • Educate our customers about upcoming opportunities, training, and webinars. Ensure they are aware of upcoming campaigns, events, and forums and the value it brings them with their current/future investment
  • Advocate for the customer – ensure they see relevant case studies, and know about upcoming release details and new products.
  • Report internally on customer issues and feature requests, ensure their product requests are considered
  • Examine health check findings and ensure actions are created, tracked, and closed in a timely manner by the teams who own them, facilitating the resolution across the various teams who make own the actions.

About you:

  • 3+ years of previous Customer Success / Customer Management experience
  • Experience in success plans, and customer health scoring
  • Strong organizational skills and the ability to handle multiple customers in a fast-paced environment
  • Experience in tracking actions, resolving issues, and de-escalating customer concerns

Experience in the following would be considered a plus

  • BeyondTrust products
  • Salesforce
  • Gainsight
  • FinancialForce PSA

What about the Perks?

  • Fully remote role
  • True flexibility with managers who trust you to work in the way most productive to you
  • Regular hackathons/lunch & learns/social events
  • Always working with the most modern technologies (as a cyber security company we invest heavily in this area, we can’t fall behind!)
  • Wellbeing events such as yoga/meditation/home workouts
  • 25 days’ holiday which increases up to 30 days with the length of service
  • Vitality Private Healthcare for you and your family – One of the best products on the market offering 24/7 private GP, Mental Health support, Physiotherapy, and more (including a heavily discounted Apple Watch)
  • Life Insurance that covers 4x your salary.
  • Income Protection if you are unable to work due to ill health
  • Pluralsight – full license to the tech education platform
  • Paid to attend tech events and conferences
  • Perks are being reviewed currently to add even more!

Why join BeyondTrust?

A healthy and motivated workforce goes hand-in-hand with the success of the company and the happiness of our customers. So why wouldn’t we give you the flexibility, perks, and career confidence that you need to get the job done?

As a member of the BT Team, we trust and empower you to be the best version of yourself whether that means working in your favorite superhero costume from home or solving complex problems whilst feeding the kids porridge!

We want you to feel at home in the BT family. That means diversity and inclusion aren’t just a policy to us. We recognize amazing talent doesn’t come in “one size fits all”. Our team collaboration extends from Singapore to Nova Scotia and everywhere in between with inspiring women in leadership roles everywhere you look.

We also want to give you the opportunity to constantly evolve (shout out to the Pokémon fans). If you want to learn a new skill or improve the way the team works, your voice will be heard. Hackathons and self-improvement workshops are always there for you to get involved in. Progression routes are clear for those who want them, so don’t expect to be in the same position 2 years from now.

Are you ready to take your career above and beyond?

Apply now!