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ESET · 1 month ago

Customer Success Manager I

San Diego

Full-time

Onsite

Mid Level

$80K/yr - $80K/yr

3+ years exp

ESET is a performance-driven organization seeking a Customer Success Manager I to manage a portfolio of small to medium business accounts. The role involves serving as the main point of contact for customers, driving product adoption, and collaborating internally to minimize renewal risks.

SecuritySoftware

Culture & Values

Responsibilities

Manage a portfolio of small to medium business accounts

Serve as the main point of contact throughout the customer's journey with ESET

Proactively contact customers based on reporting insights to encourage product adoption and address usage or satisfaction issues

Collaborate internally to minimize renewal risk

Champion customer needs within the organization

Stay updated on ESET's product offerings

Actively drive customer advocacy initiatives

Refer customers to the Sales Department for potential upgrades or early renewals

Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company

Propose and implement improvements of processes and work procedures within the team

Cooperate with immediate superior on financial planning and remain continuously updated on spending of funds

Share relevant information and support communication within the team and with other organizational units

Set clear and realistic goals and expectations towards work performance within prescribed deadlines

Manage, plan and delegate work to team members and be responsible for performance of assigned tasks in accordance with established procedures and processes

Provide regular feedback and evaluate work performance of direct subordinates (e.g. probation period, definite period, assessment interviews)

Take timely and efficient measures to ensure high-quality and timely work output of the team and its members

Ensure optimum planning of human resources, their substitutability and be responsible for attendance of team members

Cooperate with direct superior on planning for personnel and organizational changes

Cooperate on new employee recruitment process

In cooperation with the employee prepare their personal development plans and ensure relevant development and educational activities

Actively look for and exploit opportunities for own development and education and share experience and professional knowledge with others

Qualification

CRM tool (Salesforce)QliksenseTableauCybersecurity knowledgeCustomer success methodologiesProactivityAnalytical thinkingB2 EnglishOpen communicationAttention to detailProject management basicsActive listeningConflict resolution