Netskope
About Netskope
Today, there is more data and more users outside the enterprise than inside, shaping a new perimeter built in the cloud to protect data wherever it goes. Netskope redefines Cloud, Network and Data Security.
Since 2012, we have built a market-leading cloud security company with an award-winning culture, supported by hundreds of employees across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency. We support partnerships, collaboration, and teamwork through open spaces and inclusive programs. Visit Netskope Careers for more information.
About the position
Our Senior Customer Success Manager (CSM) partners with assigned customers to understand their business goals, cybersecurity strategy and cloud adoption maturity. You will devise a value realization plan to guide adoption and operationalization of the Netskope platform, ensuring customers derive full value and a smooth path to success. You will collaborate with Sales, Product Management, Support and Engineering to deliver a cohesive customer experience.
You will appeal to senior customer stakeholders, provide thought leadership, and define indicators of success during the adoption journey. You will use data and analytics to measure progress and propose improvements. You should be able to build and nurture relationships with senior business and technical stakeholders, earning trusted-advisor status across the customer base.
Responsibilities
Work with customers to develop a value realization plan that outlines how platform adoption will address their cybersecurity requirements and drive positive business outcomes.
Drive adoption by aligning product capabilities to customer outcomes, demonstrating innovation, and integrating with the customer’s cybersecurity landscape.
Utilize cybersecurity domain expertise to articulate Netskope’s value and map solutions to business objectives.
Build relationships with customer senior stakeholders and conduct ongoing communications to uncover new opportunities.
Conduct quarterly business reviews to document progress, adoption metrics, and executive priorities; provide recommendations and review product roadmap.
Partner with customers to implement and operationalize their Cloud Security change management, governance, and skills programs related to Netskope deployment.
Establish an ongoing cadence of communication across technical users to the C-suite.
Recommend solutions to changing client requirements and assess risks and benefits of approaches.
Monitor key performance metrics such as customer satisfaction (NPS), renewal likelihood, adoption maturity, and engagement; identify root causes of dissatisfaction and work with the account team on corrective actions.
Advocate for the customer within Netskope, influencing product roadmap and improvements by sharing business context with Product & Platform teams.
Requirements
5+ years of customer success management experience, ideally with enterprise customers driving adoption of a technical platform or solution.
Customer-centric and proactive team player with empathy to drive loyalty and adoption.
Successful track record in large enterprise environments,-building trusted relationships at all levels.
Proven ability to drive product adoption and expansion by understanding customer situations and desired outcomes.
Experience building business-aligned cloud and cybersecurity programs.
Ability to thrive in a fast-paced startup environment.
Exceptional follow-through with the ability to manage multiple, competing customer requests.
Preferred Experience
Domain knowledge in data protection, security operations, threat, risk or identity management; technical pre/post-sales experience is ideal.
Strong understanding of cloud operations and cybersecurity technologies (e.g., Proxies, Next Gen Firewalls, CASB, SSL/IPSec, SSO, DLP, Encryption gateways) especially in hybrid or cloud environments.
Ability to travel 5-10%.
Education
Bachelor’s Degree
Netskope is committed to equal employment opportunity for all employees and applicants. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran status, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy, or any other characteristic protected by law. Netskope respects your privacy and is committed to protecting your personal information; please refer to Netskope’s Privacy Policy for more details.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries: Computer and Network Security
Note: This refined description retains the core responsibilities, qualifications, and legal statements while removing extraneous postings and formatting inconsistencies.
#J-18808-Ljbffr
Today, there is more data and more users outside the enterprise than inside, shaping a new perimeter built in the cloud to protect data wherever it goes. Netskope redefines Cloud, Network and Data Security.
Since 2012, we have built a market-leading cloud security company with an award-winning culture, supported by hundreds of employees across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency. We support partnerships, collaboration, and teamwork through open spaces and inclusive programs. Visit Netskope Careers for more information.
About the position
Our Senior Customer Success Manager (CSM) partners with assigned customers to understand their business goals, cybersecurity strategy and cloud adoption maturity. You will devise a value realization plan to guide adoption and operationalization of the Netskope platform, ensuring customers derive full value and a smooth path to success. You will collaborate with Sales, Product Management, Support and Engineering to deliver a cohesive customer experience.
You will appeal to senior customer stakeholders, provide thought leadership, and define indicators of success during the adoption journey. You will use data and analytics to measure progress and propose improvements. You should be able to build and nurture relationships with senior business and technical stakeholders, earning trusted-advisor status across the customer base.
Responsibilities
Work with customers to develop a value realization plan that outlines how platform adoption will address their cybersecurity requirements and drive positive business outcomes.
Drive adoption by aligning product capabilities to customer outcomes, demonstrating innovation, and integrating with the customer’s cybersecurity landscape.
Utilize cybersecurity domain expertise to articulate Netskope’s value and map solutions to business objectives.
Build relationships with customer senior stakeholders and conduct ongoing communications to uncover new opportunities.
Conduct quarterly business reviews to document progress, adoption metrics, and executive priorities; provide recommendations and review product roadmap.
Partner with customers to implement and operationalize their Cloud Security change management, governance, and skills programs related to Netskope deployment.
Establish an ongoing cadence of communication across technical users to the C-suite.
Recommend solutions to changing client requirements and assess risks and benefits of approaches.
Monitor key performance metrics such as customer satisfaction (NPS), renewal likelihood, adoption maturity, and engagement; identify root causes of dissatisfaction and work with the account team on corrective actions.
Advocate for the customer within Netskope, influencing product roadmap and improvements by sharing business context with Product & Platform teams.
Requirements
5+ years of customer success management experience, ideally with enterprise customers driving adoption of a technical platform or solution.
Customer-centric and proactive team player with empathy to drive loyalty and adoption.
Successful track record in large enterprise environments,-building trusted relationships at all levels.
Proven ability to drive product adoption and expansion by understanding customer situations and desired outcomes.
Experience building business-aligned cloud and cybersecurity programs.
Ability to thrive in a fast-paced startup environment.
Exceptional follow-through with the ability to manage multiple, competing customer requests.
Preferred Experience
Domain knowledge in data protection, security operations, threat, risk or identity management; technical pre/post-sales experience is ideal.
Strong understanding of cloud operations and cybersecurity technologies (e.g., Proxies, Next Gen Firewalls, CASB, SSL/IPSec, SSO, DLP, Encryption gateways) especially in hybrid or cloud environments.
Ability to travel 5-10%.
Education
Bachelor’s Degree
Netskope is committed to equal employment opportunity for all employees and applicants. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran status, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy, or any other characteristic protected by law. Netskope respects your privacy and is committed to protecting your personal information; please refer to Netskope’s Privacy Policy for more details.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries: Computer and Network Security
Note: This refined description retains the core responsibilities, qualifications, and legal statements while removing extraneous postings and formatting inconsistencies.
#J-18808-Ljbffr