Senior Customer Success Manager

About Nozomi Networks

Nozomi Networks is at the forefront of OT and IoT cybersecurity, protecting critical infrastructure and major organizations in over 68 countries. Our AI-driven platform safeguards operational technology and Internet of Things environments across sectors such as energy, manufacturing, transportation, and resources for both enterprise and governmental clients. As we broaden our offerings and expand globally, we're seeking a Senior Customer Success Manager to foster strong relationships with our key customers and contribute significantly to our growth.

Role Overview

As a Senior Customer Success Manager, you will serve as the main liaison for critical accounts, ensuring excellent customer satisfaction, effective use of our products, and customer retention. Your responsibilities include managing the customer lifecycle, driving product adoption, addressing inquiries, resolving issues, and acting as a trusted advocate for our customers.

Key Responsibilities

• Manage and nurture a portfolio of customers with care and strategic focus.
• Lead the entire customer lifecycle to safeguard and enhance customer relationships.
• Promote revenue growth by demonstrating value realization aligned with customer goals.
• Reduce churn by implementing comprehensive success plans and lifecycle management.
• Address and resolve customer requests to improve their overall experience.
• Analyze customer data and trends to inform communication and engagement tactics internally and externally.
• Ensure accurate customer data maintenance to support various internal stakeholders.
• Act as a dependable point of contact and represent Nozomi’s brand and products with professionalism.
• Collaborate across departments to meet customer expectations and outcomes.
• Provide feedback from customers to influence product development and design.
• Contribute to creation and enhancement of training materials and tutorials within the Customer Success team.

Candidate Profile

• Minimum 4 years in a customer success role supporting technical products.
• Proven experience in onboarding clients, increasing adoption, and achieving business results.
• Comprehensive understanding of customer perspectives on product usage, operational best practices, and troubleshooting capabilities.
• Excellent organizational skills including note-taking, crafting recovery plans, and designing customer success strategies.
• At least 3 years experience in IT and network security; OT experience is advantageous.
• Technical aptitude to confidently conduct product demonstrations, training sessions, and deliver detailed technical value reports.
• Previous roles such as Technical Account Manager or Systems Engineer are highly beneficial.
• Ability to enhance brand reputation through superior customer experience management.
• Strong accountability, multitasking, and self-motivation.
• Outstanding communication skills with the ability to create technical and executive presentations.
• Leadership skills enabling effective engagement from C-level executives to technical teams.
• Experience in refining Customer Success processes for improved efficiency.
• Patience, active listening skills, and a passion for service excellence.

Diversity and Culture

Nozomi Networks values diversity, inclusion, and belonging as foundational principles. Our varied perspectives foster innovation and enhance our understanding of the global landscape.

Benefits

• Customizable health and wellness programs tailored to the country of employment.
• Financial benefits designed to support our employees.
• Programs promoting work-life balance.
• Flexible paid time off policies unmatched in the industry.

Additional Information

Successful candidates will undergo background verification checks. Beware of fraudulent communications or unclear job offers. For confirmed openings, refer to our official career page. Privacy policies are available upon request to understand how personal data is handled.