Sr. Customer Success Manager

About Netskope

Today, there’s 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. That led to the creation of 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, Paris, Melbourne, Taipei, and Tokyo.

Our Customer Success Managers (CSMs) shape the experience of our most strategic customers as they onboard and adopt the Netskope Security Cloud platform. As a CSM you partner closely with your assigned customers to understand their business goals, cybersecurity strategy, and cloud‑adoption maturity. You devise a value‑realization plan that guides customers through adoption and operations, ensuring a smooth and expedient path to full value.

As a Customer Success Manager you collaborate across Netskope — working with Sales, Product Management, Support and Engineering — to advocate for your customer and provide a joined‑up experience across every aspect of the relationship. You bring a deep appreciation of the factors involved in defining and implementing security strategies, share best practices with senior stakeholders, and define success indicators during the adoption journey using data and analytics.

• Work with customers to develop a value‑realization plan that outlines how platform adoption will address their cybersecurity requirements and drive positive business outcomes.
• Drive adoption through alignment of product capabilities to customer desired outcomes, demonstrating innovation and integration with the broader cybersecurity landscape.
• Utilize cybersecurity domain expertise to articulate Netskope’s value and map solutions to a customer’s business objectives and desired outcomes.
• Build relationships with senior stakeholders, speaking on a frequent cadence to strengthen relationships while uncovering new value opportunities.
• Conduct quarterly business reviews to document success, review adoption and usage metrics, align on executive priorities, provide adoption recommendations and review the product roadmap.
• Partner with customers to implement and operationalize their Cloud Security change‑management, governance and skills programs; for example, SOC integration, building in‑house capability, etc.
• Establish an ongoing cadence of communication with customers across all required levels—from technical users to the C‑suite.
• Recommend solutions to changing client requirements and roadblocks to adoption, assessing risks and benefits of possible approaches.
• Monitor key performance metrics such as customer satisfaction (NPS), renewal likelihood, adoption maturity, upsell/cross‑sell opportunities and customer engagement.
• Identify root causes of customer dissatisfaction or adoption blockers, and work with the account team to formulate and implement corrective action plans.
• Advocate for the customer within Netskope, influencing product roadmap and articulating the customer’s business context to the Product & Platform teams.

• U.S. citizens physically residing in the U.S., as required by U.S. law.
• 5+ years of customer success management experience, ideally with enterprise customers driving adoption of a technical platform or solution.
• Customer‑centric and proactive team player with empathy to drive loyalty and adoption.
• Track record of building trusted relationships at all levels in large enterprises.
• Track record of driving product adoption and expansion by understanding a customer’s current situation and desired business outcomes.
• Experience building business‑aligned cloud and cybersecurity programs.
• Ability to thrive in a fast‑paced start‑up environment.
• Exceptional follow‑through and the ability to manage simultaneous, competing customer requests.

• Domain knowledge in data protection, security operations, threat, risk or identity management; technical pre/post‑sales experience is ideal.
• Str…