Senior Customer Success Manager

As we expand our product portfolio and global presence, our Customer Success department is hiring a Senior Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate. 

For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills. 

If this sounds like you, read on. You could be the next "Nozomier"!

In this role, you will: 

• Develop and manage customer portfolio. 
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.  
• Drive revenue growth by demonstrating successful achievement of customer guided value measures 
• Minimize customer churn through customer success plans and customer lifecycle management. 
• Resolve customer requests and concerns ensuring improvements to customer experience. 
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.  
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information. 
• Be a reliable point of contact and brand ambassador for Nozomi and its products.  
• Work across departments ensuring proper customer visibility and outcomes are met. 
• Aid in product design and product development through customer feedback. 
• Assist in creating training courses and educational materials for other members of the department. 
• Evaluate and improve tutorials and other communication infrastructure. 

To be successful in this opportunity, you will have: 

• 4+ years of proven experience in a customer success position supporting a technical product
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed. 
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience 
• Accountability, personal organization, and ability to multi-task. 
• Self-driven and proactive nature. 
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff. 
• Experience analyzing and optimizing processes in the Customer Success department. 
• Patient and active listener. 
• Passion for service. 

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