[Remote] Customer Success Manager – High Touch

Note: The job is a remote job and is open to candidates in USA. Proofpoint is a global leader in human- and agent-centric cybersecurity. The role of Senior Customer Success Manager focuses on ensuring customers realize the full value of Proofpoint's products and services, maximizing renewals and add-on transactions.ResponsibilitiesGuide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with usCreate and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to themSecure approval from your customers’ decision makers on the CSP’s content and timelineMeet 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 ownBe a relentless advocate for customers to help ensure that Proofpoint deployments are successfulConsistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product managementIdentify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on trackEngage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfactionLearn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new marketsSkills4-year college degree in a business area, technical area or equivalent5 to 10+ years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areasDemonstrate a thorough knowledge of customer success principles and the rationale for the related behaviourCurrent knowledge of Proofpoint products or similar and proven curiosity to learn configure flagship products in best practiceMust be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experiencedDemonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive resultsProven ability to influence colleagues and customers to act in high impact situationsExtensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise securityCurrent knowledge of cybersecurity solutions and productivity suitesProven ability to effectively lead in a team environment as well as independently pioneer new processes for your teamAbility to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriateExcellent communication skills, phone manner, and meeting presence with all levels of customer leadershipEvidence of pristine documentation, executive communications, white papers, etcStrong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologiesAbility to think innovatively, strategically and deliver tactically. Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiativesAbility to work independently, ability to adapt quickly, positive attitudeModerate travel (25%+)BenefitsCompetitive compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal collaboration and networking opportunitiesCompany OverviewProofpoint provides cloud-based email security, e-discovery, and compliance solutions for companies to protect sensitive business data. It was founded in 2002, and is headquartered in Sunnyvale, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.proofpoint.com.Company H1B SponsorshipProofpoint has a track record of offering H1B sponsorships, with 3 in 2026, 51 in 2025, 52 in 2024, 47 in 2023, 103 in 2022, 71 in 2021, 54 in 2020. Please note that this does not guarantee sponsorship for this specific role.