Manager - Customer Success, Apj

1 day ago

Singapore Proofpoint Full time

It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._

Company Overview

We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity.

Protection Starts with People.

The Role and the Team

Proofpoint is seeking a dynamic and results-driven Manager of Customer Success Managers to lead our Customer Success team. In this role, you will oversee a team of Customer Success Managers (CSMs) to ensure our customers achieve their desired outcomes while maximizing their value from our products and services. You will play a crucial role in driving customer satisfaction, retention, and growth, and will work closely with cross-functional teams to enhance the overall customer experience.

Your day-to-day
- Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of excellence and accountability. Set clear performance goals and metrics for the CSM team and conduct regular performance reviews.
- Develop and implement customer success strategies to drive adoption, engagement, and retention.
- Establish strong relationships with key customer stakeholders to ensure their needs are met and exceeded.
- Analyze customer health metrics and provide insights to improve customer satisfaction and reduce churn.
- Develop reporting frameworks to track the success of customer initiatives and provide actionable insights to executive leadership.
- Collaborate with Sales, Product, and Support teams to align on customer needs and drive holistic solutions.
- Advocate for customer feedback and insights in product development and improvement initiatives.
- Identify areas for improvement in customer success processes and implement best practices to enhance efficiency and effectiveness.
- Drive the adoption of tools and technologies to streamline customer interactions and reporting.
- Lead customer success initiatives and projects aimed at improving the customer journey and outcomes.
- Develop training and resources for the CSM team to ensure they are equipped to support customer needs effectively.

This role will be based in Singapore.

What you bring to the team
- Bachelor’s degree in Business, CIS or a related field; MBA preferred.
- 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership position.
- Proven track record of managing and developing high-performing teams.
- Strong understanding of customer success metrics and methodologies.
- Excellent communication, interpersonal, and relationship-building skills.
- Ability to analyze data and provide insights to drive decision-making.
- Proficiency in customer relationship management (CRM) software and analytics tools.

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.

LI-M
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_

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