Senior Customer Success Program Manager

hace 3 semanas

Ciudad de México, Ciudad de México Gigamon A tiempo completo
About the Role

We are seeking a seasoned Customer Success Program Manager to drive growth and expansion of our Professional Services business in the region. This role requires a proactive, results-driven individual with a strong interest in deep observability and security.

Key Responsibilities
  • Develop trusted advisor relationships with customers, aligning efforts with their business goals and strategies.
  • Influence the customer lifecycle by mapping their journey, standardizing touchpoints, and identifying opportunities for continuous improvement.
  • Maintain customer usage and adoption metrics to create a comprehensive customer health score.
  • Lead key escalations by assisting account and support teams with focused efforts.
  • Partner closely with Sales, Channel Partners, and Renewals teams to ensure alignment and communicate new opportunities and customer outcomes.
  • Capture and convey customer feedback internally to enable ongoing product and service improvements.
  • Drive subscription revenue retention and renewal rates while reducing churn.
  • Influence future lifetime value through increased product adoption.
  • Enhance overall customer satisfaction and foster business growth through advocacy and reference-ability.
  • Collaborate cross-functionally with Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support to deliver an exceptional customer experience.
Requirements
  • 8+ years of experience in customer success, account management, or a related role.
  • Working knowledge of the cybersecurity, cloud, and networking markets.
  • Comprehensive understanding of all aspects of the customer lifecycle.
  • Proven ability to influence customer relationships through persuasion, negotiation, and consensus building.
  • Customer-centric and proactive team player with the empathy to drive loyalty and adoption.
  • Exceptional follow-through skills with the ability to manage competing customer requests in a fast-paced environment.
  • Demonstrated ability to execute effectively despite ambiguity and obstacles.
  • Outstanding customer service skills, with the capability to make trade-off decisions when necessary.
  • Deep understanding of value drivers in recurring revenue business models.
  • Analytical and process-oriented mindset, focused on continuous learning and improvement.
  • Excellent communication and presentation skills.
  • Relevant Bachelor's degree or equivalent experience.

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