Customer Success Manager - APJ Region (Remote)

About Fortanix

In a landscape where data is dispersed across numerous clouds and devices, traditional security approaches fall short. Fortanix pioneers in data-centric cybersecurity tailored for hybrid multicloud setups, leveraging cutting-edge cryptography, encryption, and confidential AI technologies. With increasing frequency of data breaches and conventional defenses becoming insufficient, our unified platform proactively manages data exposure, identifies vulnerabilities, counters threats, and simplifies risk mitigation. Serving clients worldwide, we support Zero Trust models and prepare organizations for the post-quantum era, securing sensitive data wherever it resides.

Our commitment has been recognized with multiple Cybersecurity Excellence and Innovation Awards and endorsements from major industry players like NVIDIA, Microsoft, Intel, ServiceNow, and Snowflake. We pride ourselves on a culture of trust, innovation, and inclusiveness, valuing every voice and recognized as a Great Place to Work.

Role Overview

Fortanix seeks a Customer Success Manager to support clients in the APJ region by delivering exemplary service remotely. Acting as the primary consultant and liaison, the CSM will manage the post-sale journey, collaborating closely with Customer Success Engineers, Support, and Sales teams. The objective is to forge and sustain strong customer connections, ensure initial value realization, and encourage successful adoption and engagement with Fortanix's Data Security Manager (DSM) solutions.

Primary Responsibilities

• Maintain ownership of customer relationships, serving as the voice of the customer internally across GTM, Product, and Engineering teams.
• Facilitate customer onboarding and training sessions to drive product adoption.
• Comprehend customer needs, challenges, and desired business outcomes aligned with their investments.
• Design and implement tailored customer roadmaps to promote continued product usage and achieve high customer satisfaction scores.
• Develop strategic account plans aimed at expanding product adoption and discovering new value pathways.
• Conduct regular business reviews to ensure alignment and foster ongoing collaboration.
• Serve as the main escalation point for business and technical concerns, providing dedicated management within Fortanix.
• Proactively monitor product usage and consumption patterns to identify and address potential issues.
• Maintain expert-level knowledge of Fortanix products, customer use cases, integrations, and industry trends in cryptography, HSMs, and secure computing.

Required Qualifications

• Bachelor's degree in business, engineering, or equivalent professional experience.
• Between 3 to 5 years of proven success in Account Management, Customer Success, or Technical Support Engineering roles.
• Strong aptitude for quickly mastering new technologies and clearly communicating technical information.
• Experience engaging with both technical and non-technical customer stakeholders to build strong relationships.
• Demonstrated integrity and adaptability, capable of navigating ambiguous scenarios with patience and enthusiasm.
• Familiarity with cryptographic hardware security modules (HSM); experience with HSM technology from other organizations is advantageous.
• Willingness to work APJ region shift hours.

Preferred Qualifications

• Experience operating within a global company supporting customers across multiple regions.
• Skill in managing communications during challenging customer interactions.
• Proven track record of delivering positive customer outcomes.
• Ability to cultivate constructive relationships with both new customer contacts and those previously dissatisfied.

Employee Benefits

• 12 annual leaves in addition to 12 casual or sick leave days.
• 8 public holidays plus 2 floating holidays each year.
• Year-end recharge week with time off.
• Comprehensive medical and dental insurance plans covering employees and eligible dependents.
• Group life insurance and personal accident insurance coverage.
• Reimbursement for internet expenses.
• Access to employee stock options.
• Quarterly social events including beer bashes and year-end celebrations.

Diversity and Inclusion

Fortanix is committed to equal opportunity employment and celebrates diversity, aiming to foster an inclusive work environment regardless of race, color, religion, age, gender, sexual orientation, or any other status. We encourage talented individuals from all backgrounds to join our dynamic and fast-growing company.