Customer Success Manager

About the role:

Pentera seeks a Customer Success Manager who is passionate about driving customer value and building strong, trusted relationships. The ideal candidate brings experience working with global enterprises, a proven ability to guide customers to measurable outcomes, and a talent for aligning technical solutions to business priorities.

Pentera partners with some of the largest and most recognizable enterprises worldwide, so experience managing complex, global accounts is essential.

• Serve as the primary advocate and trusted advisor for your portfolio of customers, guiding them through every stage of the Pentera journey.
• Build and maintain strong relationships with economic buyers, champions, decision makers, and primary operators, ensuring alignment across all key personas.
• Lead customer onboarding as project manager, driving adoption on defined paths and ensuring time‑to‑first‑value.
• Own the customer‑agreed success plan (in partnership with the Technical Advisor) and confirm value realization through partnership reviews.
• Proactively monitor customer health, usage, and engagement trends to surface risks early, drive mitigation strategies, and support renewal forecasting.
• Partner with Sales and Renewals to secure renewal outcomes and support expansion opportunities by surfacing CSQLs.
• Represent the voice of the customer internally by defining the business impact of feature requests, advocating for prioritization, and collaborating with Product, Support, and Operations teams.
• Manage escalations with white glove communication, ensuring customer expectations are met and exceeded.
• Maintain accurate contact data, activity records, and license compliance information to support clean execution across all functions.
• Act as a customer advocate in every interaction, ensuring Pentera delivers a consistent, high‑value experience across the lifecycle.
• Travel as needed to customer sites to reinforce relationships, drive alignment, and deliver strategic value.

• Customer Advocacy:
  Acts as a trusted advisor, always championing customer outcomes and ensuring Pentera delivers measurable value.
• Technical Acumen:
  Confident in leading product demos and driving product adoption.
• Business Alignment:
  Skilled at translating technical outcomes into business impact that resonates with executives and decision-makers.
• Commercial Awareness:
  Understands renewal and expansion dynamics, surfacing opportunities and risks early to drive predictable outcomes.
• Analytical Insight:
  Uses data and telemetry to assess customer health, identify adoption trends, and prioritize actions.
• Communication Excellence:
  Equally effective with technical detail and executive-level storytelling; able to simplify complexity with clarity and confidence.
• Collaboration & Influence:
  Works seamlessly across Sales, Renewals, Support, Product, and Services to ensure one aligned customer experience.
• Resilience & Problem‑Solving:
  Thrives in complex situations, anticipating obstacles and driving resolution with urgency and creativity.
• Journey Ownership:
  Orchestrates the customer journey end‑to‑end, ensuring each stage delivers proof of value and builds toward long‑term resilience.