Manager, Customer Success

Today, theres more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

The Regional Manager leads the strategy and execution for our customer success team to ensure the successful adoption, maturity, and growth of our customers across their assigned region. They focus on recruiting, growing, mentoring and coaching for their team of customer success managers (CSMs) and Technical Account Managers (TAMs); additionally this includes responsibilities for CSM and TAM activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). The Regional Managers understand the Customer Success Managers and Technical Account Managers roles, processes, and paths to success and help define this within the broader sales organization. Additionally, they work with Netskopes strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of Netskope, ensuring they are realizing business value from the ongoing use of our solution.

• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Lead World-class Customer Success and Technical Account teams, recruit experienced leaders for each functional role
• Attract high potential individual contributors into the team, as well as develop existing team members through the CSM and TAM Job Leveling Guidelines
• Define and optimize customer lifecycle, as described in their Value Realization Plan and Adoption Maturity Metrics, identify opportunities for continuous improvement, Learn from best practices in the industry
• Manage Customer Success and Technical Account Management activities to include onboarding, training, professional services, customer support, customer success management, renewals, cross-sell / up-sell, advocacy
• Measure effectiveness of customer experience, define operational metrics for team
• Manage the team to conduct periodic QBRs, develop joint success plans, conduct customer health-checks and review customer health scores with an emphasis on customers success with Netskope
• Partner closely with account executives and other cross-functional team members to translate business needs and product requirements into new solutions for customers
• Align with cross-functional teams to drive marketing to existing clients, drive product roadmap, cross-sell / up-sell. and particular focus on retention.

Essential

• 3+ years of experience in managing a Customer Success team, ideally working with enterprise customers to drive adoption of a technical platform or solution.
• Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption
• Successful track record working in and navigating large enterprise environments, building trusted relationships at all levels in the organization.
• Successful track record of driving product adoption and expansion, through understanding the customers current situation and desired business outcomes.
• Experience of building business aligned cloud and cybersecurity programs.
• Able to thrive in a fast-paced start-up environment.
• Exceptional follow-through with the ability to manage and drive simultaneous and competing customer requests.

Desirable

• Domain knowledge in the areas of data protection, security operations, threat, risk or identity management; technical pre/post sales experience is ideal.
• Strong appreciation of technology in the cloud operations and cybersecurity space; preferred skills include security and networking technologies including Proxies, Next Gen Firewalls, CASB, SSL/IPSec, SSO, DLP and Encryption gateways; particularly in hybrid or cloud environments.
• Ability to travel 5-10%.

• Bachelors Degree

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