Customer Success Manager, Europe - Cloud Services

Location: San Francisco, USA

As a Customer Success Manager Europe, you are the trusted advisor of your customers.

You are the internal champion, coordinating the cross-functional approach required for sustained customer success and growth.

You own the ultimate success of your customers by driving customer onboarding, user adoption, outcome attainment, customer advocacy and retention.

You will ensure that your customers derive maximum value from their investments in Radware and fully leverage their subscriptions and services on an ongoing basis.

You Will Be Responsible:

• Achieve customer success outcomes including higher value realization, customer satisfaction, and overall customer health scores
• Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products
• Work cross-functionally with our sales, support, services and security teams to proactively manage each customer’s successful deployment
• Develop and implement tailored success plans that provide continued value to the customer, ensure renewals and drive long-term account growth
• Proactively manage each customer’s business needs and environments – actively seek opportunities to generate references and referrals, and program manage account escalations
• Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to ensure subscription growth
• Influence product development strategy by advocating on behalf of our customers

Main tasks and responsibilities:

• Develop relationships with smaller to mid-sized clients in order to increase revenue.
• Drive upgrade revenue through increased product adoption and increased usage
• Manage the customer from onboarding, through the life cycle and ongoing activities.
• Provide detailed reviews of service disruptions, metrics, business reviews
• Become escalation point for the customer inside the organization for fast resolution
• Provide the customer feedback to the relevant team
• Travel from time to time, when needed

What Do You Need To Succeed:

• 5 years of experience in services, account management, or related customer-facing experience
• 2 years of experience in SaaS enterprise solutions
• Strong technical background, Cybersecurity knowledge, Public Cloud and networking experience
• Passionate about technology and how it can be leveraged to drive business impact
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with a commitment to drive and track a consistent engagement process with all customers in your portfolio
• Enthusiastic team player with the ability to influence others
• Bachelor's degree (B. A.)

Language and Communication Skills

• Excellent written and spoken communication skills
• French mother tongue
• Fluent in English written and spoken
• Presentation skills; high degree of comfort with both large and small audiences
• Exhibits good listening skills and comprehension