Customer Success Manager

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role:

This technically focussed Customer Success Manager role would suit a energetic and enthusiastic person with a drive to deliver successful adoption play. Leveraging Success Plan templates and internal Customer Success tools and platform, the CSM will be responsible for guiding customers through the various milestones of their adoption journey (onboarding, implementation, steady state, etc.). Acting as the customer’s advocate and liaison, ensuring their questions, needs, and issues are met, the CSM will ensure a well-managed, positive customer experience throughout the customer’s journey with BeyondTrust. Can be either hybrid or fully remote but living in Singapore required. 

What You’ll Do:

• Technical role in with a focus on adoption assurance
• Execute a world-class customer experience using internal tools, templates, and processes.
• Provide technical and product knowledge in support of post-sales activities to ensure success customer adoption.
• Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews to map out successful adoption.
• Determine how to drive swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases and accelerate adoption of our products.
• Manage escalated customer satisfaction issues as needed.
• Cross-collaborate internally with Sales, Technical Account Management, Renewals, and others to ensure BeyondTrust understands our customers and their current state in using our products.
• Report internally on customer issues and feature requests, ensure their product requests are considered.

What You’ll Bring:

• 2+ years previous Customer Success / Customer Management experience
• Experience in success plans and customer health
• Strong organizational skills and the ability to handle multiple customers in a fast-paced environment.
• Experience in tracking actions, resolving issues, and de- escalating customer concerns.
• Excellent verbal and written communication skills
• Proactivity is a must
• Technical background with knowledge of the following is a must:
  • Active Directory and GPO.
  • Network Topology/Layers.
  • Networking Tools and Utilities.
  • AV/Firewall Rules and Policies.
  • Secure “machine to machine” communications.
  • Security Software
  • Windows Account Administration.

Nice To Have:

• BeyondTrust products knowledge.
• Experience in technical presales, technical account management, professional services, and/or technical customer success management.
• Cyber Security and Software trends.
• Salesforce experience.
• Gainsight experience.
• FinancialForce PSA experience.
• MS Office.

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com.