Customer Success Manager

About the Opportunity:

The Customer Success Manager is responsible for aligning the value of Veza’s platform with our valued customers’ business objectives and priorities, thereby driving higher business value and executive alignment between Veza and our end customers. You will be responsible for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management. You will perform routine health checks and assist with business value assessment to ensure our customers receive the most return on investment from Veza, leading to increased retention and expansion.

You will

• You’ll be the primary point of contact for our customers post implementation. Assume overall customer adoption responsibility and critical issue management role.
• You’ll develop a trusted advisor relationship with our customer partners and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
• Partner with internal sales, product & engineering teams to align account activities with the customer’s business case and strategy.
• You will prepare and educate customers on new features and releases.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and business needs.
• Conduct periodic customer health-checks. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Work with the sales team to properly sell and position Success Services.

You have

• Education:
• Bachelor’s Degree Required or Equivalent Experience.
• Experience:
• 6+ years of Customer Success experience in SaaS organization.
• 2+ years of application programming and system support experience is strongly preferred.
• Experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
• Broad knowledge and experience in Identity and Access Management (IAM) and Security space
• General knowledge of cloud architecture as well as on-premise IT landscape.
• Knowledge of enterprise web technologies, security and state of the art infrastructures.
• Specialized training on support, SAML, security preferred.
• Deep understanding of Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information , Developing Standards, Help Desk, and Service Excellence methodologies and processes.
• Experience of SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow and Workday preferred.
• Others:
• Agreeable and willing to be a hands-on contributor.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Available to travel up to 35%