Sr. Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

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 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 and add-on transactions. This is a post sales, 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 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.

Responsibilities Include

• 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 business/technical plans.
• 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.
• Analyze various sources of telemetry data to identify target customers for outreach activities, focused on driving customer adoption of product features and best practices.
• Plan and lead process improvement initiatives tailored to improve overall customer success and satisfaction during a customer’s lifecycle with the Proofpoint team. Exhibit a high skill level to direct those initiatives with all levels of management and cross-functional teams within Proofpoint.
• Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction.
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful. Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
• Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.

Requirements

• Proven ability to influence colleagues and customers to act in high impact situations.
• Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
• Ability to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriate
• Evidence of pristine documentation, executive communications, white papers, etc.
• Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team
• Ability to think innovatively, strategically and deliver tactically. Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiatives
• Ability to work independently, ability to adapt quickly, positive attitude
• Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
• Current knowledge of Linux, SMTP, Salesforce, Windows, Active Directory and Microsoft O365
• Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
• 4-year college degree in a business area, technical area or equivalent
• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
• Travel Minimal to light travel (0 to 25%)
• 10 to 15+ years of industry leadership experience in a client/professional services, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership
• Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.

Base Pay Ranges

SF Bay Area, New York City Metro Area

Base Pay Range 116,690.00 - 183,370.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska

Base Pay Range 96,880.00 - 152,240.00 USD

All other cities and states excluding those listed above

Base Pay Range 87,220.00 - 137,060.00 USD