Customer Success Team Leader

Radware, a leading provider of best-in-class cloud-based security solutions, helping MSSPs, service providers and enterprises offer and gain the highest possible level of security, is looking for a Customer Success Manager.

The CSM TL will manage all aspects of the post sales relationship, ensuring that customers realize business value through the onboarding and adoption of Radware cloud services. In addition to ensuring customer health, contact with customers scheduled service reviews.

As a CSM TL you are responsible for managing a portfolio of customer accounts.

You need to build a strong relationship with your customers and ensure regular engagement with the customer.

As a Customer Success Manager, you are the trusted advisor to 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.

In this role, you will:

• Achieve customer success outcomes, including higher value realization, customer satisfaction, and overall customer health scores
• 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
• Lead, coach, and empower a team of CSMs to excel in their roles and achieve their goals
• Once handed over, you will deliver an introductory meeting with the customer and internal stakeholders to determine onboarding milestones and high-level plan.
• Ensure customer rolls out quickly and help by mitigating any challenges that come along to delay or stop deployment using internal resources.
• Lead technical activities for and with the customer covering onboarding, technical discussions, security aspects reviews, escalations etc.
• Reviews with score cards linked to the customers business objectives.
• Coordinate internal resources to ensure customers’ business needs are met.
• Support local teams’ session with the customer during incidents.
• follow up and log interactions with your customers.
• Plan and execute upsell and cross sell activities.
• Follow up with customer on subscription adoption
  
  

• Build strong and positive relationships with the customer
• Manage the customer from onboarding, through the lifecycle and ongoing activities
• Provide detailed reviews of service disruptions, metrics, and business reviews
• Become the escalation point for the customer inside the organization for fast resolution
• Provide the customer feedback to the relevant teams
• Provide the customer periodical reports
  
  

• 5 years Experience as a CSM TL
• 2+ years of experience in SaaS enterprise solutions
• Networking and security background - an advantage
• Experience in upsell activities
• Experience with working with customers directly
• Excellent presentation & Communication skills
• Able to build relationships and trust quickly.
• Able to understand technology.
• Strong communication written and verbal skills.
• Fluent in English
• Ability to work under high pressure according to processes and procedures.
• Managed resources in a matrix organization in remote locations.
• Active listening skills.
• Preparedness – able to ensure that all areas are considered before engaging with customers.
• Demonstrate empathy – look through the eyes of others.
• Self-aware, quick learner, detail orientated.
• Flexible for working off hours remotely.