Sr. Expert Customer Success Manager

About Us

We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.

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.

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

Proofpoint is looking for a self-starting, responsible, action-oriented, and highly motivated individual to join our growing field services team. The mission of the Senior 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. This is a 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 excellent communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical foundation, especially related to email security; substantial experience driving concurrent projects and issues to completion with little direction, and a passion for ensuring a world‑class customer experience.

• Drive high levels of customer success through post sales customer engagements, maintaining a strong sense of ownership over customer outcomes
• Be a relentless advocate for your customers into the Product Management, Engineering and internal teams to improve the product and help ensure that Proofpoint deployments are successful.
• Independently provide ongoing and proactive vision and guidance regarding data security initiatives to assigned Proofpoint customers.
• Provide guidance and advice to onboarding customers about how best to utilize Proofpoint resources including their purchased solutions, support options, training offerings and other Proofpoint services.
• Meet regularly with customers to review product adoption and health, issues, upcoming releases, and other initiatives. Develop a thorough understanding of a typical customer’s business and security needs by industry, providing proactive recommendations that support the customer’s priorities.
• Contribute to functional groups from areas such as Product Management, Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction.

• 4-year college degree in a business area, technical area or equivalent
• 5+ years of related industry experience in professional services, sales engineering, senior support engineering, or other customer facing roles with exposure to multiple technology areas
• Understand and demonstrate customer success principles and behavior
• Must be able to articulate customer business requirements and serve as the customer voice internally
• Working…