Customer Success Manager

at  Picus

Are you passionate about technology and enjoy explaining complex solutions in a way that everybody gets excited? If so, read on!

ABOUT THE ROLE

As a Customer Success Manager, you will play a critical role in elevating our Complete Security Validation Platform beyond our clients’ expectations. Your core mission is to design and deploy security solutions that not only fulfil our customers’ requirements but also surpass them. Therefore, this vital position goes beyond addressing technical issues; it’s about crafting exceptional experiences that bolster customer retention and unlock potential for expansion.
In this Customer Success Manager role, you will engage in deepening relationships with key figures across our customer organizations, from business units and security/IT departments to C-level executives, ensuring our offerings are in perfect harmony with their strategic goals and day-to-day needs. Your efforts will fortify our reputation as a trusted advisor in their success towards secure and efficient operations.

WHAT YOU’LL DO

• Forge powerful alliances with the Product Management and Sales teams to develop and communicate compelling value propositions for the Picus Security platform, ensuring solutions are perfectly aligned with client needs
• Act as a trusted advisor to craft strategic growth plans, ensuring customer loyalty and retention, and unlocking opportunities for upsell and cross-sell to achieve zero churn
• Cultivate lasting relationships with key decision-makers and stakeholders, positioning Picus as an essential part of their security solutions and proactively addressing their evolving needs
• Lead the technical onboarding and engagement process, enhancing customer proficiency and loyalty through effective use of the Picus platform
• Continuously assess customer health, initiating strategic actions with internal teams and partners to showcase Picus’s unique value and effectively meet customer needs
• Inform customers proactively about the latest security trends and Picus’s innovations, reinforcing our position as industry leaders and trusted advisors
• Own the solution process, collaborating with cross-functional teams including professional services, product management, sales, marketing, and support to develop and promote market-driven solutions and services, as well as contributing to marketing initiatives.
• Gather and analyze competitive intelligence to keep Picus ahead of industry trends and competitors
• Design and deliver persuasive presentations, business reviews, and demos that clearly articulate the unmatched value Picus delivers to its clients
• Act as the customer’s voice within Picus, funneling critical feedback to our product and service teams to shape future development strategies and priorities