Senior Customer Success Manager

About the Role

Join Nozomi Networks at a pivotal time as we shape the future of OT and IoT cybersecurity. We provide protection for major organizations and vital infrastructure in over 68 countries. Our AI-driven platform secures operational technology and Internet of Things systems across sectors such as energy, manufacturing, transportation, and critical infrastructure. The Customer Success division is seeking a Senior Customer Success Manager to foster meaningful relationships with critical accounts, ensuring high customer satisfaction, effective product use, and strong retention. This role is the main contact for key clients, focused on driving adoption, resolving issues, and becoming a trusted advocate.

Key Responsibilities

• Manage and develop a portfolio of customers throughout their lifecycle.
• Provide exceptional service to protect and nurture customer relationships.
• Drive revenue growth by demonstrating achievement of customer value milestones.
• Minimize churn by implementing customer success strategies and lifecycle management.
• Address customer inquiries and concerns to enhance overall experience.
• Analyze data and trends to improve customer engagement and communication strategies internally and externally.
• Ensure accuracy and cleanliness of customer data for internal stakeholders.
• Represent Nozomi Networks and its offerings as a reliable brand ambassador.
• Collaborate with various departments to maintain customer visibility and meet outcomes.
• Provide customer feedback to influence product design and development.
• Assist in creation and enhancement of training materials and tutorials for departmental use.

Qualifications and Experience

• Minimum 4 years' experience in customer success managing technical products.
• Proven ability to onboard customers, drive adoption, and attain consistent business outcomes.
• Solid understanding of customer challenges with product use, strong operational best practice recommendations, and troubleshooting skills.
• Excellent organizational skills with experience in maintaining detailed account notes, executing recovery plans, and developing customer success playbooks.
• At least 3 years' experience in IT and network security; experience with operational technology is advantageous.
• Technical proficiency in conducting product demonstrations, training sessions, and delivering technical reports highlighting value.
• Experience in Technical Account Manager or Sales Engineer roles is highly preferred.
• Background in enhancing brand image and promoting customer experience value.
• Strong multitasking ability with personal accountability and organization.
• Self-motivated and proactive work ethic.
• Excellent communication and interpersonal skills capable of preparing technical reports and executive presentations.
• Leadership experience engaging with personnel at all levels from C-level executives to technical staff.
• Experience with process analysis and optimization within customer success departments.
• Demonstrates patience, active listening, and a passion for customer service.

Company Overview and Values

Nozomi Networks leads OT and IoT cybersecurity, safeguarding critical infrastructures worldwide through advanced network visibility, threat detection, and operational insight. Innovation and a commitment to quality enable rapid product enhancements and global support. We value integrity, diversity, inclusion, and belonging, believing that varied perspectives strengthen our teams and business.

Employee Benefits

• Country-specific health and wellness benefits.
• Financial support programs.
• Encouragement of work-life balance.
• Generous flexible time-off policies.

Additional Information

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