[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Nozomi Networks is the leader in OT and IoT Cybersecurity, protecting the world's critical infrastructure from cyber threats. They are seeking a Customer Success Manager to engage with Critical Accounts, ensuring high customer satisfaction and successful product use through relationship building and customer advocacy.ResponsibilitiesDevelop and manage customer portfolioOwn and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customersDrive revenue growth by demonstrating successful achievement of customer guided value measuresMinimize customer churn through customer success plans and customer lifecycle managementResolve customer requests and concerns ensuring improvements to customer experienceImprove customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internallyMaintain customer information accuracy to ensure that internal stakeholders always have clean data and customer informationBe a reliable point of contact and brand ambassador for Nozomi and its productsWork across departments ensuring proper customer visibility and outcomes are metAid in product design and product development through customer feedbackAssist in creating training courses and educational materials for other members of the departmentEvaluate and improve tutorials and other communication infrastructureSkills2+ years of proven experience in a customer success position supporting a technical productDemonstrable experience onboarding customers, driving adoption and consistently achieving business outcomesDeep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as neededStrong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks3+ years of experience in IT and network security (OT experience is a plus)Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value deliveredPrevious experience in a TAM or SE role is highly valuableExperience working with brand image and promoting value through customer experienceAccountability, personal organization, and ability to multi-taskSelf-driven and proactive natureExcellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentationsLeadership and Competency engaging with CxO to technical staffExperience analyzing and optimizing processes in the Customer Success departmentPatient and active listenerPassion for serviceBenefitsMedical, dental, vision, life insurance, and disability insurance for eligible employeesThe successful candidate may also be eligible to participate in the company’s equity program and/or variable bonus program, subject to the rules governing such programsEligible employees are able to enroll in a 401(k) plan along with the employer matching programEligible employees flexible paid time off, paid holidays and paid parental leaveHealth & WellnessFinancialWork-Life BalanceUnparalleled Flexible Time-OffCompany OverviewNozomi Networks offers a cybersecurity platform that protects operational technology, Internet of Things, and cyber‑physical systems. It is a sub-organization of Mitsubishi Electric. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://nozominetworks.com.