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Delinea · 1 week ago

Customer Success Manager - Southwest

United States

Full-time

Remote

Mid Level

4+ years exp

Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization. The Customer Success Manager is responsible for managing customer accounts, championing customer-centric solutions, and promoting retention and loyalty by developing strong relationships with clients.

Cloud SecurityComplianceCyber SecurityIdentity ManagementInformation TechnologyIT ManagementSecuritySoftware

Responsibilities

Be the client advocate and product specialist for assigned customers

Develop and implement scalable methods for communicating best practices to customers

Identify at-risk accounts, and take appropriate action and/or escalate as needed

Deliver remote services to new and existing customers including: software installation and configuration, onboarding, and training

Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers

Regularly monitor customer health, and communicate results with regional sales team, support and renewals team

Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders

Work closely with renewals teams to drive renewals and with sales teams to drive expansions

Review client requests with technical support, product management and regional sales team and escalate as necessary

Schedule and conduct regular reviews with customers and communicate results

Develop, prepare, and nurture customers for advocacy

Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, webinars, etc

Qualification

Customer Success ManagementPrivilege Access ManagementCybersecurity Best PracticesSoftware InstallationCustomer AdvocacyStakeholder ManagementCommunication SkillsProblem Solving

Required

BA/BS degree preferred or equivalent experience

4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer

Knowledgeable in privilege access management and cybersecurity best practices

Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level