Senior Manager - Customer Success - SaaS

Customer Success Senior Manager - USA

What You'll Do:

- Coordinate with sales, product, and technical teams to ensure a smooth onboarding experience for new clients

- Develop and maintain strong relationships with a designated portfolio of clients across the APAC, SAARC and MENA, ensuring high levels of satisfaction and loyalty

- Conduct regular strategic review meetings to discuss account health, usage trends, and uncover opportunities for product enhancement, renewal, and upsell within these regions

- Understand the unique business challenges and opportunities of clients within these diverse regions and tailor solutions that align with their objectives

- Serve as the main point of contact for your clients, managing any issues or concerns to ensure timely and satisfactory resolution.

- Analyze and leverage data on customer usage, satisfaction, and feedback from these specific regions to drive improvements in the product and overall customer experience

- Report on regional account performance, focusing on renewal rates and upsell success, and provide insights into regional market trends

- Forge powerful alliances with the Product Management and Sales teams to develop and communicate compelling value propositions for the Picus Security platform, ensuring solutions are perfectly aligned with client needs.

- Build actionable growth plans, ensuring customer loyalty and retention, and unlocking opportunities for upsell and cross-sell to achieve zero churn

- Act as the customer's voice within Picus, funneling critical feedback to our product and service teams to shape future development strategies and priorities

What You Have:

- Bachelor's degree in Business Administration, Communications, or a related field, with a preference for a technical background

- At least 5+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS provider in the cyber security space

- Proven ability to manage and grow client relationships, with a keen focus on meeting renewal and upsell quotas, especially within the specified regions

- Strong understanding of SaaS business models, technology platforms, and the ability to communicate complex technical concepts effectively

- Excellent communication, negotiation, and interpersonal skills, with the ability to adapt to the diverse cultural and business practices of clients in APAC, SAARC and MENA

- Analytical skills with proficiency in CRM software and customer success tools, and a track record of using these tools to manage and expand client accounts

- Flexible and willing to travel to customer locations as needed to provide exceptional support and build strong partnerships