Manager – Customer Success Full Time NEW

Manager – Customer Success

Role Summary

The Manager – Customer Success is responsible for leading the post-sales customer journey, with a strong focus on onboarding, adoption, customer value realization, and team leadership.

This role owns customer success strategy and execution across enterprise accounts, ensuring predictable onboarding, strong adoption, high customer satisfaction, and measurable business outcomes. The Manager will lead a team of Customer Success Managers / Technical Customer Success professionals while partnering closely with Support, Product, Engineering, Sales, and Leadership teams to deliver a seamless customer experience.

The ideal candidate is customer-obsessed, technically credible, strategically minded, and an experienced people leader, with a strong background in enterprise SaaS or cybersecurity customer success.

Key Responsibilities

Customer Success Leadership & Team Management

• Lead, mentor, and develop a team of Customer Success Managers / Technical Customer Success professionals
• Define team goals, KPIs, performance expectations, and development plans
• Conduct regular coaching, performance reviews, and career development discussions
• Build a high-performance, customer-centric team culture focused on accountability and customer outcomes
• Support hiring, onboarding, and scaling of the Customer Success organization
• Establish best practices, playbooks, and standardized customer engagement processes
• Drive operational excellence through process improvements, reporting, and customer success governance

Customer Onboarding & Time-to-Value

• Own and oversee end-to-end customer onboarding for Cloud/SaaS, On-Prem, and Hybrid deployments
• Ensure successful deployment, configuration, and initial integration of the Saner Platform
• Define onboarding success milestones, implementation timelines, and measurable success criteria aligned with customer objectives
• Ensure customers achieve measurable security outcomes within defined timelines
• Proactively manage onboarding risks, dependencies, resource allocation, and escalations
• Drive reduction in time-to-first-value, time-to-first-scan, and onboarding friction

Customer Adoption, Retention & Relationship Management

• Build executive-level relationships with customer stakeholders across technical, operational, and business teams
• Act as a strategic trusted advisor, helping customers maximize value from the platform
• Drive product adoption, operationalization, and long-term customer engagement
• Lead customer success planning, account health reviews, adoption strategies, and success interventions
• Conduct Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and value realization discussions
• Partner with customers to articulate business, operational, and security outcomes to internal leadership
• Drive customer satisfaction, retention, renewals support, and risk mitigation

Escalation Management & Support Collaboration

• Serve as executive point of ownership during critical customer issues and escalations
• Partner closely with Technical Support to manage issue resolution, SLAs, and communication
• Lead escalation management processes for high-priority customer incidents
• Participate in root cause analysis (RCA) reviews and drive preventive improvement actions
• Monitor support trends, ticket backlog, escalation patterns, and customer health signals
• Ensure proactive customer communication on issues, fixes, roadmap items, and product updates

Cross-Functional Leadership & Strategic Collaboration

• Partner with Sales, Product, Engineering, Professional Services, and Support to improve customer outcomes
• Translate customer feedback into actionable product and process improvements
• Drive development of onboarding frameworks, adoption playbooks, customer lifecycle processes, and documentation
• Contribute to customer success strategy, segmentation, health scoring, and scalability initiatives
• Present customer insights, performance metrics, and strategic recommendations to leadership

Required Experience & Skills

Experience

• 10+ years of experience in Customer Success, Technical Account Management, Professional Services, or Customer Experience leadership
• 3+ years of people management experience leading Customer Success or post-sales teams
• Experience managing enterprise customers in SaaS, cybersecurity, or enterprise technology environments
• Strong background in customer onboarding, technical implementation, adoption, retention, and escalation management
• Experience managing complex enterprise customer relationships and executive stakeholders
• Proven experience building scalable customer success processes and operational frameworks

Technical Skills (Working Knowledge Required)

• Strong understanding of Linux/Unix, Windows, and enterprise system administration concepts
• Solid working knowledge of networking fundamentals (TCP/IP, DNS, firewalls, proxies, ports)
• Familiarity with cloud infrastructure, virtualization, hybrid deployments, and enterprise IT environments
• Exposure to technical troubleshooting, debugging, integrations, and implementation management
• Understanding of SaaS architecture, deployment models, APIs, authentication, and enterprise integrations

Leadership Competencies

• Strong people leadership and coaching capability
• Executive stakeholder management
• Strategic thinking and operational execution
• Conflict resolution and escalation leadership
• Cross-functional influence without direct authority
• Decision-making under pressure
• Customer advocacy and business acumen
• Metrics-driven performance management

Preferred Qualifications

• BE / BTech / MCA or equivalent technical degree
• Experience in cybersecurity, vulnerability management, IT operations, or infrastructure platforms
• Exposure to cloud security, endpoint management, or enterprise security products
• Customer Success, leadership, or cybersecurity certifications preferred

What Success Looks Like in This Role

• High-performing and engaged Customer Success team
• Consistent on-time customer onboarding with minimal friction
• Faster time-to-first-value, first scan, and remediation outcomes
• Improved customer adoption, satisfaction, and retention
• Effective escalation management with strong customer confidence
• Strong executive customer relationships
• Improved operational scalability and customer success maturity
• Strong collaboration across Sales, Product, Support, and Engineering