Customer Success Manager

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. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently.

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

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, including C‑suite, 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.

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.

• Meet regularly with assigned customers for health checks or other relevant engagements with a focus on delivering value, driving customer success outcomes, driving product adoption and utilization, solving customer pain points, showcasing value and ROI, and transforming the relationship from vendor to strategic partner.

• Get to know your customer’s business and priorities with Proofpoint solutions at a deep level. Analyze various sources of telemetry data to identify target customers for outreach and engagement focused on providing specific, actionable guidance on how they can get more value from what they already own.

• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them. Secure approval from your customers’ decision makers on the CSP’s content and timeline.

• Conduct and deliver product health checks to ensure customers are configured to best practices and better protected against the latest security threats and trends by driving customer adoption of product features and key security controls.

• 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, provide that 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.

• Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

• 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…