Customer Success Manager

Responsibilities:

• Manage a portfolio of up to 30 strategic, enterprise accounts throughout their lifecycle with Lookout.

• Build strong customer relationships by engaging early as the customer transitions from POV to deployment. Work with customer, Lookout Implementation Services, and Lookout account teams to define project plans, success plans, and strategy to meet customer’s objectives. Guide the customer through the implementation and deployment phases, delivering use cases and value, leading them to an operationalized state.

• Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction, and driving adoption and value for growth and reference-ability.

• Deliver quarterly executive level briefings to each customer, articulating value and aligning with customer objectives.

• Measure and monitor customer’s achievement of critical and key performance indicators, reporting internally to Lookout account teams, Lookout leadership, and externally to account champions and executives.

• Understand customer product issues and feature requests to represent the appropriate priority and voice of the customer to the Lookout product team.

• Establish regular cadence (weekly, monthly, quarterly) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status.

• Leverage Salesforce to track account activity, health score, risk, and other critical metrics.

• Maintain current functional and technical knowledge of the Lookout platform and future products.

• 7+ years of experience in a related function with direct customer advocacy and engagement experience in post-sales, professional services, or client management functions.

• 2+ years of experience as a Customer Success Manager or Technical Program Manager, ideally in a cybersecurity SaaS organization and working with large enterprise accounts.

• Possess exceptional verbal, written, social, presentation, and interpersonal skills.

• Strong technical and problem-solving skills coupled with the ability to provide quick resolution to problems.

• Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.

• Ability to manage multiple priorities while delivering consistent outcomes.

• Prior experience conducting QBRs to customers and discussing pros and cons of implementing various solutions/technologies and their business value.

• Knowledge of enterprise cloud environments, systems, and security.