Customer Success Manager

About Proofpoint

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Our mission is to safeguard the digital world and empower people to work securely and confidently.

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions.

This is a post-sale, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, including C-suite, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to security and messaging;

extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience.

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through activities aimed at providing realized value from their partnership with us.
• Meet regularly with assigned customers for health checks or other relevant engagements focused on delivering value, driving customer success outcomes, driving product adoption and utilization, solving customer pain points, showcasing value and ROI, and transforming the relationship from vendor to strategic partner.
• Understand your customer’s business and priorities with Proofpoint solutions at a deep level. Analyze telemetry data to identify target customers for outreach and engagement with actionable guidance on how they can get more value from what they already own.
• Create and maintain Customer Success Plans (CSP) for each customer that align with their strategic goals and leverage language meaningful to them. Secure approval from decision makers on CSP content and timelines.
• Conduct and deliver product health checks to ensure customers are configured to best practices and better protected against the latest security threats, driving adoption of product features and key security controls.
• Advocate for customers to help ensure Proofpoint deployments are successful. Gather feedback to identify trends and relay structured feedback to product management.
• Identify At-Risk customers and, as needed, lead cross-functional efforts to get those customers back on track.
• Engage with internal teams from Sales, Engineering, Support, and Professional Services as appropriate.
• Learn and document customers’ environments to ensure success with the current tech stack and identify opportunities for new solutions.
• Develop and oversee individual strategies to meet Proofpoint’s customers’ requirements for success. Guide customers in best practices to incorporate those strategies into their business/technical plans.

• Bachelor’s or advanced degree in a relevant field, or equivalent experience
• 5+ years of industry leadership experience in customer success, sales engineer, senior support engineer, solutions consultant, or other customer-facing role with exposure to multiple technology areas
• Background in a consultative approach to solving problems and/or desire to pivot toward a customer-centric direction
• Experience working with large (enterprise) clients/organizations
• Thorough knowledge of customer success principles and related behaviors
• Proven track record developing and maintaining customer relationships through virtual and in-person meetings
• Ability to articulate customer business requirements and serve as the customer voice internally, anticipating needs based on common scenarios
• Strategic and tactical thinking with demonstrated successful initiatives
• Proven ability to lead in a team environment and to pioneer new processes…