Customer Success Senior ManagerPrimary Location US, California, San Jose Date posted 05/02/2021
Job Title:Customer Success Senior Manager
Role Overview:We are looking for a Sr. Manager, Customer Success to lead the Customer Outcome Assurance organization’s strategic direction and operational execution. You will gather insights to identify ways to optimize each step in the customer lifecycle and drive strong ROI for our clients. You will have a strong mix of relationship management, strong analytical, business, and technical skills. This is a highly cross-functional role, and you will collaborate with engineering, sales, and professional services to drive process, create solutions, and make McAfee a world class customer success organization. This is based in San Jose, CA but open to remote workers based on the western region.
From device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. We help businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously. For consumers, McAfee secures your devices against viruses, malware, and other threats, both at home and away. We want to continue to shape the future of cybersecurity by working together to build best in class products and solutions.
About the Role:
The Sr. Manager, Customer Success needs to be self-motivated, results oriented, passion about program development and management and is strategically adept. As a people leader, you will be managing sensitive information, developing your team and foster a collaborative environment. As a business leader, you will be identifying opportunities to build strategy.
Manage a team of Customer Success Managers
Lead your team to deliver outstanding experiences that drive strong retention of accounts that would lead to renewals, adoption of McAfee products and references for Analyst and prospects
Optimize the end-to-end customer lifecycle
Partner with Sales to ensure renewal and expansion opportunities are identified successfully
Ensure that a clearly defined customer success plan is in place to expand product adoption and grow the relationship
Drive new business growth by generating advocacy and customer references
Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment
Measure effectiveness of Customer Success programs through metrics, dashboards and operational reviews
Ensure that account issues are resolved quickly by leveraging or escalating to resources from across functions and working closely with global delivery
Promote a customer-centric mindset across the organization and align initiatives across cross-functional teams
3+ years leading teams of CSMs in hi-tech software/security Industry working with enterprise clients
6+ years of client facing experience in security consulting, customer success management or similar roles
Executive level interpersonal, project management, communication and problem-solving skills
Experience scaling a team in a fast-growing Security SaaS company or other similar organization
Executed win/win negotiating strategies to maximize renewal value while enhancing customer relationships
Experience working with enterprise accounts to identify and solve challenging business problems
Comfortable in a fast-paced environment
Experience using Salesforce, Gainsight or other customer relationship tools.
Preferred to have CASB knowledge.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.