Customer Success Manager

Overview

About Us: Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Our mission is to safeguard the digital world and empower people to work securely and confidently. Join us in defending data and protecting people.

How We Work: At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:

Bold in how we dream and innovate

Responsive to feedback, challenges and opportunities

Accountable for results and best in class outcomes

Visionary in future-focused problem-solving

Exceptional in execution and impact

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions.

This is a post-sale, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to security and messaging;

extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world-class customer experience.

• Meet regularly with customers for health checks or other relevant engagements to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.
• Analyze various sources of telemetry data to identify target customers for outreach activities, focused on driving customer adoption of product features and best practices.
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful.
• Consistently gather feedback to identify trends and act as the voice of the customer, providing structured feedback to product management.
• Identify at-risk customers that are not achieving their desired outcome and, as needed, lead cross-functional efforts to get those customers back on track.
• Engage with appropriate internal team members from cross-functional groups such as Sales, Engineering, Support, and Professional Services.
• Develop and oversee individual strategies to help meet Proofpoint’s customers’ requirements for success.
• Guide the customer in best practices to incorporate those strategies into their business/technical plans.

• Customer Success Management or post-sale Account Management experience in a SaaS organization.
• Ability to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced.
• Demonstrated engagement with customers and colleagues, managing interactions professionally with a focus on mutual positive results.
• Proven ability to influence colleagues and customers to act in high-impact situations.
• Ability to effectively communicate and present technical information to both technical and non-technical audiences.
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership.
• Ability to work independently and adapt quickly with a positive attitude.

• 4-year college degree in a business area, technical area or equivalent
• Previous experience in professional services, sales engineering, senior support engineering, or other customer-facing role with exposure to multiple technology areas.
• Previous experience in Cyber Security, Enterprise or SaaS

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win…