Sr Customer Success Manager

Deep Instinct the first cyber security company to apply Deep Learning to cyber security is looking for a Sr. Customer Success Manager who will represent the CS organization in APJ.

Deep instinct is an innovative startup that has a unique and gamechanging software platform to protect Fortune 500 users against Zero Day & APT cyberattacks on End points Applications and storage. We harness the power of deep learning to prevent 99% of known and unknown attacks from malware and zeroday threats.

This is an incredible opportunity to get in early at a PreIPO Cyber Security company that is poised to do huge things! We are on a mission to disrupt the cyber security market and the time is NOW!

As a Senior Customer Success Manager you will build relationships with and drive longterm value realization for Deep Instinct Managed Security Service Providers (MSSP) and enterprise customers.

• Customer Engagement
• Manage and balance a portfolio of MSSPs and Enterprise customers at various stages of their customer journey with DI
• Establish map and build strong relationships at both an Executive and technical level within the MSSPs and Enterprise customers.
• Develop a clear and concise understanding of the customers needs strategies operational maturity and business goals as well as those of the industry in which they function. For MSSPs this would include an understanding of their end customers with a particular focus on any of strategic importance. This will include delivering effective Strategic business reviews
• Work directly with Clevel executives; ensuring value is being achieved. Work with technical management and admins to ensure the solution is operationally successful.
• Manage escalations from customers and internal groups to ensure timely and quality resolutions to their issues and concerns; assist associates in handling escalations.
• Guide and coach customers with proactive customer success processes
• Establish regular cadence (Weekly Monthly Quarterly) with each assigned client to review executive dashboards (health Adoption Protection) and program status. Proactively manage any deviations from accepted norms for our solutions
• Discover use cases uncover business need and drive increased adoption.
• Act as a Cybersecurity Subject Matter Expert; directing and consulting with our customers on the everchanging security landscape
• Make a Difference
• Collaborate on the continual development of Customer success deliverables (Playbooks Success Plan Frameworks) and related artifacts that support effective consistent measurable customer engagement and outcomes. Translation of these deliverables into Japanese.

o Work directly with Customer Success management to build a highfunctioning value and customer impactfocused customer success organization

o Accelerate customer lifetime value by continuing to define the customer journey across all customer segments

o Identify opportunities for continuous improvement and for innovative application of techniques or technology to accelerate our customers to value

o Extensively collaborate crossfunctionally with Marketing Product and Engineering to drive growth and to share customer insights that inform future product developments bearing optimal customer success

• Make it Count

o Meet or exceed goals set forth for customer retention NPS (satisfaction) and Dollar Based Net Retention

• Meet predefined metrics around churn reduction and revenue growth through engagement and driving deep product and feature adoption
• Build strong relationships with regional Deep Instinct Stakeholders (Sales SE s operations) to ensure there is alignment with the customers success objectives (at a customer portfolio and regional perspective)

About Deep Instinct:

By using deep learning we are able to predict and prevent any kind of threat known and unknown anywhere in zerotime. Every endpoint server mobile device network and operating system is protected against any type of attack be it fileless or file based. This advanced approach to threat prevention ensures that attacks are identified and blocked before any damage can be caused.

Requirements :

Experience

Minimum of 5 years experience and a proven track working with Managed Service Providers (Ideally Managed Security Service Providers) and Fortune 500 customers

Proven experience working and presenting to Clevel executives and technical management

Knowledge of the Cybersecurity industry technology

BA/BS degree or equivalent work experience

Previous experience working in a Client or Customer Success role within the Cybersecurity domain

Ability to demonstrate account portfolio planning competency ability to prioritize work and strong time management skills are required

Knowledge

CRM experience with Salesforce a plus

Ability to deliver customized presentations and demonstrations via web conference and inperson

Great interpersonal skills with a positive attitude

Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience

Japanese and English language proficiency is essential

General Attributes:

Ability to work independently

Selfmotivated with strong team attitude.

Strong planning organizational and prioritization skills.

Process oriented.

Strong work ethic and impeccable integrity.

Operates with a high degree of professionalism.

Demonstrates strong judgment and analytical skill.

Initiative and accountability.

Adaptable to change/flexible.

Innovative business and technical problem solver.

Strong presenter and communicator.

Capable of identifying new use cases and crossselling products and services.

Customer advocate and has a deep understanding and is sensitive to customer business requirements.

Travel expectations:

Up to 20% annually

Remote Work :

Yes

Employment Type :

Fulltime