客户成功经理 - 美国
Customer Success Manager - US
职位描述
客户成功经理负责管理企业客户的组合，确保Tufin平台的成功采用和Guided Success服务的交付。该角色与客户（管理层、Tufin倡导者和相关方）合作，制定采用计划，衡量与业务目标的进展，协调内部资源，并帮助客户实现其在Tufin上的投资价值。与技术客户经理（TAM）、专业服务、支持、销售和产品团队紧密合作，CSM在整个客户生命周期中作为主要客户代言人和值得信赖的顾问。
关键职责
- 管理参与Guided Success项目的企事业客户账户。
- 与客户管理层、Tufin倡导者和相关方共同推动客户的采用计划，协调内部资源并跟踪达成采用目标的进展。
- 主导启动会议、成功评审、采用评审和高管业务评审（QBR）。
- 监控客户健康状况、产品采用情况以及达成既定成功结果的进展。
- 监控并报告客户健康状况、采用情况和成功指标，以识别风险、衡量进展并支持客户取得成功。
- 协调技术客户经理、专业服务、支持和其他内部团队以实现客户优先事项。
- 负责客户升级问题并协调及时的沟通和解决。
- 识别提升客户采用率、留存率和长期成功的机遇。
- 与销售团队合作进行续约规划，并在适当的时候识别扩展机会。
- 通过向产品管理和其他内部相关方提供反馈来代表客户的声音。
- 根据客户反馈和运营经验，为Guided Success流程、客户参与实践和采用方法的持续改进做出贡献。
要求
- 本科或同等学历。
- 5年以上客户成功、企业客户管理、咨询、技术客户管理、专业服务、销售工程、技术支持或类似的企业客户面向岗位经验。
- 具有管理企业SaaS或企业软件客户的经历。
- 具备出色的高管沟通和关系管理能力。
- 出色的组织、演示和问题解决能力。
查看英文原文
Description
The Customer Success Manager is responsible for managing a portfolio of enterprise customers, ensuring successful adoption of the Tufin platform and delivery of the Guided Success service. The role partners with customers (management and Tufin champions and stakeholders) to develop adoption plans, measure progress against business objectives, coordinate internal resources, and help customers realize value from their investment in Tufin. Working closely with Technical Account Managers (TAMs), Professional Services, Support, Sales, and Product, the CSM serves as the primary customer advocate and trusted advisor throughout the customer lifecycle.
Key Responsibilities
- Manage a portfolio of enterprise customer accounts participating in the Guided Success program.
- Drive each customer's Adoption Plan together with their management, Tufin champions and stakeholders, coordinating internal resources and tracking progress against agreed adoption objectives.
- Lead kickoff meetings, success reviews, adoption reviews, and Executive Business Reviews (QBRs).
- Monitor customer health, product adoption, and progress toward agreed success outcomes.
- Monitor and report on customer health, adoption, and success metrics to identify risks, measure progress, and support successful customer outcomes.
- Coordinate Technical Account Managers, Professional Services, Support, and other internal teams to deliver customer priorities.
- Own customer escalations and coordinate timely communication and resolution.
- Identify opportunities to improve customer adoption, retention, and long-term success.
- Partner with Sales on renewal planning and identify expansion opportunities where appropriate.
- Represent the voice of the customer by providing feedback to Product Management and other internal stakeholders.
- Contribute to the continuous improvement of Guided Success processes, customer engagement practices, and adoption methodologies based on customer feedback and operational experience.
Requirements
- Bachelor's degree or equivalent experience.
- 5+ years in Customer Success, Enterprise Account Management, Consulting, Technical
- Account Management, Professional Services, Sales Engineering, Technical Support, or a similar enterprise customer-facing role.
- Experience managing enterprise SaaS or enterprise software customers.
- Strong executive communication and relationship management skills.
- Excellent organizational, presentation, and problem-solving skills.
- Ability to coordinate cross-functional teams and manage multiple customer engagements simultaneously.
- Customer-focused mindset with a passion for delivering measurable business value.
- Experience with networking, cybersecurity, cloud security, or enterprise infrastructure.
Preferred Qualifications
- Familiarity with major network security vendors such as Cisco, Palo Alto Networks, Check Point, and Fortinet.
- Experience with Salesforce and Customer Success platforms.
- Understanding of customer adoption, customer health measurement, and value realization.
Success Measures
- Successful execution of customer Success Plans and adoption plans with an eye on customer retention
- Customer adoption and achievement of agreed business outcomes.
- Improvement in customer health, satisfaction, and executive engagement.
- Successful renewals and identification of growth opportunities.
- Effective coordination of cross-functional resources to meet customer objectives.
Core Competencies
- Customer Relationship Management
- Strategic Planning
- Customer Adoption
- Drives change, owns outcomes, and delivers results
- Executive Communication
- Cross-Functional Collaboration
- Problem Solving
- Customer Advocacy
What Success Looks Like
Within your first 12 months you will:
- Build trusted relationships with your portfolio of enterprise customers.
- Develop and execute customer Adoption Plans aligned with customer business objectives.
- Drive measurable customer adoption and value realization.
- Deliver effective Executive Business Reviews and adoption reporting.
- Partner successfully with Technical Account Managers, Professional Services, Support, and Sales.
- Contribute to successful customer renewals and long-term customer success.
Originally posted on Himalayas