CyberArk – Manager of Customer Success – $95k / $165k – USA

March 4, 2023
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Job Description

Who we are: 

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads, and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on TwitterLinkedIn or Facebook.

Job Description:

CyberArk is looking for an experienced, highly motivated, and focused individual to mentor, build and manage a talented regional Customer Success team. As Manager – Customer Success, you will be responsible for ensuring CyberArk delivers value to all customers in the Americas sub-regions.

Our Enterprise customers are focused on outcomes for their business, often with complex solutions and high expectations. From planning, strategy, and adoption to renewal, you will lead a team of Customer Success Managers (CSMs) in all of the areas of the customer journey, ensuring high ROI for our customers while also nurturing them into true advocates.

The ideal candidate is an exceptional relationship manager with experience in managing enterprise partnerships with a proven track record of leading high-performing teams.

What you will do:

  • Drive Customer Outcomes – Accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.
  • Influence Lifetime Customer Value – Influence the growth of our customers through increased adoption, support of customer outcomes, and identification of additional value creation opportunities for both customers and CyberArk.
  • Recruit, manage, and mentor Success Team members, helping CSMs attain individual goals while driving cohesion across the team simultaneously.
  • Build strong, long-term relationships with key customers when needed, getting buy-in where required, and efficiently resolving issues.
  • Work alongside Americas Sales leadership to achieve regional targets and deliver key insight into customer base.
  • Work with direct reports to ensure customer success reviews occur to help customers optimize/adopt our product and realize positive business outcomes and ROI.
  • Evaluate customer health at the regional level and proactively drive improved CSAT and expansion opportunities
  • Manage and report on regional customer health metrics, with a focus on outcomes and net retention.
  • Assist in the formal design, roll-out, and execution of CyberArk’s success program.
  • Work under Regional Director as needed to execute concepts and continue to drive opportunities.

What you need to succeed:

  • 5+ years of customer success management and leadership experience working with enterprise customers – SaaS experience preferred.
  • Proficient & experienced at speaking with large enterprise customers at all levels including C-suite.
  • Strong customer advocacy balanced with a passion to drive revenue and growth.
  • An understanding of security concepts and the development of security roles within organizations – Cloud and DevOps security background a plus.
  • Experience with enterprise applications, security, systems, identity, and/or policy management solutions, preferred especially in the Identity Security/Privilege Access space.
  • Proven customer management skills with large and complex accounts
  • Ability to analyze complex situations, develop associated action plans, and lead teams to achieve key objectives.
  • Proven leadership skills to grow and develop a team.
  • Creative, resourceful, detail-oriented, and highly organized.
  • An analytical and metrics-driven work style.
  • Excellent communication and presentation skills, ability to build relationships.
  • Self-starter who thrives under ambiguity in a fast-paced, highly technical environment.
  • Passion for driving business value to customers through program development, adoption, and introduction of new technologies.
  • Bachelor’s degree – Business/Computer Science or related degrees preferred.

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

The salary range for this position is $95,000 –- $165,000/year, plus commissions or discretionary bonuses, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.