Customer Success Manager

There are two actors on a network – people and machines. Just as usernames and passwords are used by people to access machines, machine identities are used by machines to identify and access each other. Venafi is the inventor of the technology that manages and protects machine identities, the most important security initiative for our global customers. We are Warriors Are you passionate about making a positive impact and protecting the world from cybercriminals? If so, you may be a natural Venafi Warrior How you’ll be protecting the world As a Customer Success Manager at Venafi you will be part of a ground‑breaking team on our product portfolio. It’s up to us to educate customers on the value of machine identity management and what it can do for them. We dive in deep to understand what it takes to achieve the business outcomes for the customer. We work to ensure that they understand their opportunities and that all of their business goals with Venafi get met – no more outages You will actively manage a group of customers on their journey from implementation onwards. You’ll be the guide to our customers in understanding why machine identity management is important, and how they can creatively address their security needs. Venafi Customer Success Managers wield proven expertise building deep relationships and translating large, complicated customer environments into straightforward, measurable solutions. Key Result Areas Drive the customer intent to renew by driving adoption of purchased Venafi software to achieve customer business outcomes through the use of a Customer Success Plan. Maintain customer health and introduce new, valuable features as they become relevant on the customer journey. Analyze accounts to identify churn risk and work proactively to eliminate that risk. Educate champions and their teams on the value of machine identity management and help uncover and guide to solve new use cases. Act as a trusted/strategic advisor to each customer, helping drive continued value of our products and services and providing thoughtful leadership, possibly challenging business and technical stakeholders. Organize sessions and/or QBRs with internal and customer stakeholders. Guide new customers through their onboarding process to achieve a short time to value. Contribute to initiatives within the customer success team to improve the customer experience for all tiers. Work cross‑functionally with members in product, sales, and support to foster a strong sense of community and information sharing. Help customers address existing and new use cases by demonstrating functional knowledge of the Venafi products. The Ideal Venafi Warrior Will Be Armed With Minimum 3–5 years in software customer experience management. Flexible availability to support AEDT business hours (APAC customers). Example schedule: Sunday to Thursday from 2 PM PST – 10 PM PST with some flexibility based on customers’ needs. Experience managing accounts with a software platform that solves complex problems across many business units. Scrappy mentality – willing to wear many hats and get our hands dirty. Proven ability to educate, build, and maintain relationships with executive decision‑makers. Experience delivering outstanding customer service and supporting and driving customers to their business outcomes. Excellent creative and critical thinking skills – able to be preemptive. Strong communication and presentation skills – daily work often involves presenting solutions to customers. Adaptable nature, willingness, and ability to shift strategies on a dime to meet customer needs. Proven ability to manage multiple complex customer journeys at once. Show a proactive approach in working with customers. What sets you apart Customer Success experience in a SaaS‑based security software environment. Named, global or large enterprise account management experience. Knowledge in the Machine Identity Management area. While you are busy protecting the world, we’ve got you covered Venafi offers a benefit package in the top 10% of the market. We provide access to private medical and dental insurance for both team members and their families, four‑times‑salary employer‑paid life insurance, income protection and critical illness cover. We also provide a workplace group pensions scheme with company contributions. We offer 28 days of paid time off, eight bank holidays, generous parental leave, a floating holiday, and four “pick your own community service” days. More About Venafi Venafi is the undisputed leader in Machine Identity Management. We created the category and are light‑years ahead of anyone that would consider competing. Gartner has recognized Venafi as number one in our space. #J-18808-Ljbffr