Manager of Customer Success

Job Title: Manager of Customer Success

Department: Sales

Job Summary

The Manager of Customer Success leads a team of Technical Account Managers and Customer Success Professionals with a mission to drive customer retention, satisfaction, and growth. You will lead, manage, and enable a regional team that plays a critical role in ensuring the enablement and operationalization of Varonis for our customers. This role involves developing and executing strategic initiatives to enhance customer experience, ensuring alignment with company goals, and fostering strong relationships with key stakeholders.

Key Responsibilities

· Strategic Planning: Develop and implement customer success strategies that align with the company’s objectives and drive customer value.

· Team Leadership: Lead, mentor, and develop a team of Technical Account Managers (TAMs) and Customer Success Operations Managers (CSOMS), fostering a high-performance culture focused on meaningful customer outcomes.

· Customer Engagement: Build and maintain strong relationships with key customers, acting as a trusted advisor to help them achieve their business goals.

· Performance Metrics: Define and track key performance indicators (KPIs) to measure the success of customer success initiatives and drive continuous improvement.

· Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to ensure a cohesive approach to customer success.

· Customer Feedback: Gather and analyze customer feedback to inform product development and service improvements.

· Risk Management: Identify and mitigate risks to customer satisfaction and retention, proactively addressing potential issues.

· Reporting: Provide regular updates to senior leadership on customer success metrics, initiatives, and outcomes.

Required Skills and Qualifications

· Experience: 5+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.

· Education: Bachelor's degree in business, Marketing, or a related field; MBA or equivalent experience is a plus.

· Strategic Thinking: Strong strategic planning and execution skills, with a proven ability to drive customer success initiatives.

· Leadership: Excellent leadership and team management skills, with a track record of building and leading high-performing teams with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement.

· Communication: Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

· Analytical Skills: Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.

· Customer Focus: A results-oriented mindset with a deep commitment to understand and meet the needs of customers. A proven history of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention.

· Technical Acumen: Solid understanding of SaaS products and the ability to communicate technical concepts to non-technical audiences.