Customer Success Manager

2 weeks ago

Singapore Exabeam Full time

The Customer Success Manager at Exabeam is responsible for developing and expanding customer relationships that promote retention and loyalty leading to a successful renewal. As a CSM at Exabeam, you will be responsible for ensuring the successful adoption of Exabeam solutions which will lead to a world class customer experience and customer retention.

**Responsibilities**:

- Owner of customer's overall success with the Exabeam platform, including their subscription renewal and expansion of their usage
- Promote best practices and usage of Exabeam's products
- Promote the maximum value of customer's investment in Exabeam, including full utilization of customer licenses, and collaborating with sales teams to ensure growth attainment and increased footprint
- Partner with Sales, Engineering, Cloud Operations, Support, and Professional Services in a collaborative manner, with the goal of improving the customer experience and operating more efficiently as a company
- Manage customer escalations to ensure the highest level of customer satisfaction
- Prepare and deliver Quarterly Business Reviews (QBRs) with customer to review overall health of the account and adoption of the Exabeam platform; and
- Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution

**Qualifications**:

- 5-7+ years' experience in software, SaaS, or IT/management consulting role (Security Practitioner experience highly preferred)
- Bachelor’s degree in a technical or business field or relevant experience
- Proven ability to pick up new products quickly
- Prior experience owning customer lifecycle adoption, renewal/expansion, or escalation customer management in the enterprise space
- Experience with Salesforce or other CRM tools (Gainsight a plus)
- Ability to travel (up to 20-25%) across the region to visit customers

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