Sr. Customer Success Manager

📋 Description

• • Serve as the primary strategic point of contact for enterprise customers, building and sustaining long-term relationships that drive satisfaction, retention, and growth of Everfox cyber security solutions.
• • Act as a trusted technical advisor by developing deep expertise in Everfox products, including cross-domain, threat protection, and insider risk solutions, to guide customers on usage, enhancements, issue resolution, and value realization.
• • Create and deliver customized Customer Success Plans (CSP) and Service Design Packs (SDP) aligned with each customer’s objectives, support terms, and implementation roadmap to maximize product adoption and outcomes.
• • Conduct quarterly remote health checks to evaluate customer deployments, assess ROI, and provide actionable recommendations to improve efficiency, effectiveness, and system performance.
• • Lead regular Service Reviews to track progress against customer goals, review health metrics, and identify opportunities for upsell, cross-sell, and expanded solution usage.
• • Monitor and maintain high customer health scores across assigned accounts, proactively identifying at-risk customers and implementing mitigation strategies to prevent churn.
• • Serve as the internal customer advocate by representing customer feedback, feature requests, and pain points to Product Management, Engineering, and Technical Support teams to influence product roadmap and resolution priorities.
• • Collaborate closely with Account Management, Renewals, Professional Services, and Technical Support teams to ensure seamless handoffs during onboarding, support escalations, and contract renewal cycles.
• • Ensure timely access to technical support and act as escalation point for critical issues, maintaining accountability for SLA compliance and support performance metrics.
• • Provide expert guidance on Everfox product architecture, version migrations, configuration best practices, and training options tailored to customer use cases and infrastructure environments.
• • Track and report on key customer success metrics including Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Retention Rate, and Annual Recurring Revenue (ARR).
• • Support renewal processes by partnering with Renewals teams to drive early contract renewals and ensure sustained customer engagement leading up to renewal dates.
• • Identify and collaborate with Account Managers to uncover expansion opportunities through upsell and cross-sell initiatives based on customer usage patterns and evolving needs.
• • Analyze log files, sample data, and system performance metrics to troubleshoot, reproduce, and resolve technical issues impacting customer success.
• • Maintain strong knowledge of networking fundamentals including TCP/IP, DNS, NTP, HTTPS, SSL certificates, OSI stack, routing, switching, proxy/firewall technology, and Syslog platforms.
• • Demonstrate proficiency in both Windows (servers and workstations) and Linux (Ubuntu and RHEL) environments to support customer deployments and troubleshooting.
• • Translate customer data and feedback into strategic insights that inform product improvements and service enhancements across the organization.
• • Maintain clear, professional communication with customers and internal stakeholders through written reports, presentations, and verbal updates.
• • Manage time effectively to balance multiple customer accounts, deliverables, and cross-functional initiatives while meeting deadlines and performance targets.