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Forcepoint · 1 day ago

Customer Success Account Manager

Flex - Austin

Full-time

Hybrid

Mid Level

$100K/yr - $120K/yr

Forcepoint simplifies security for global businesses and governments. The Customer Success Account Manager serves as the primary point of contact for assigned customers, driving retention, adoption, and growth by ensuring successful business outcomes and long-term customer value realization.

Cyber SecuritySaaSSecuritySoftware

Responsibilities

Serve as the primary post-sale contact for assigned customers, ensuring a unified experience across renewals, adoption, and success initiatives

Develop a deep understanding of the customer’s security posture, goals, and operational challenges to guide them toward maximum product value

Drive proactive engagement, including success planning, roadmap discussions, quarterly business reviews (QBRs), and ongoing account health monitoring

Collaborate cross-functionally with Support, Product Management, and Professional Services to accelerate issue resolution and feature adoption

Identify opportunities for expanding product utilization and aligning additional Forcepoint capabilities to customer objectives

Own the renewal cycle for assigned accounts, ensuring timely renewals and minimizing churn risk

Manage a quota tied to annual recurring revenue (ARR), including upsell of add-on products and professional services

Accurately forecast renewals and expansion opportunities using CRM tools and pipeline tracking

Partner with Sales and Channel teams to ensure seamless handoffs, renewal strategy alignment, and account coverage

Maintain high customer satisfaction and referenceability by acting as an advocate within Forcepoint for customer needs

Monitor account health signals (usage metrics, support cases, sentiment) and lead mitigation plans for at-risk customers

Capture and relay customer insights to Product and Engineering to inform roadmap prioritization and feature development

Execute engagement and renewal processes consistently in line with organizational standards and KPIs

Leverage CRM, Success Plans, and account health dashboards to maintain accurate data and document customer interactions

Participate in team collaboration sessions to share best practices, success stories, and renewal execution strategies

Qualification

Customer Success ManagementData Loss Prevention (DLP)Annual Recurring Revenue (ARR)CRM ToolsProactive EngagementCustomer AdvocacyCross-functional Collaboration

Required

Serve as the primary post-sale contact for assigned customers, ensuring a unified experience across renewals, adoption, and success initiatives

Develop a deep understanding of the customer's security posture, goals, and operational challenges to guide them toward maximum product value