Senior Customer Success Programs Manager

XM Cyber is a leading hybrid cloud security company that’s changing the way organizations approach cyber risk. XM Cyber transforms exposure management by demonstrating how attackers leverage and combine misconfigurations, vulnerabilities, identity exposures, and more, across cloud and on-prem environments to compromise critical assets. With XM Cyber, you can see all the ways attackers might go, and all the best ways to stop them, pinpointing where to remediate exposures with a fraction of the effort.

We are currently hiring for a Sr. Customer Success Programs Manager to join our customer success organization. This role is responsible for supporting them by managing and optimizing processes, data, and tools. The Customer Success Operations Specialist will focus on improving customer engagement, business performance, salesforce processes, and overall team effectiveness through training, development, and process improvement.

Customer Engagement Value

Manage and track customer information and engagement activities.
Executive Business Reviews (EBRs), feature requests, product usage, health scores, success stories, and executive sponsorship.
Ensure proper dashboards are in place, follow-up actions are completed and quality is high.

Business Performance

Support CS department by managing churn forecasts, risk management, upsell and cross-sell opportunities funnel. Forecast and help managing capacity as well as regional and functional CSM segmentations.
Analyze data and provide insights and high quality reports to management.

Customers information

Follow up on Salesforce processes from sales handovers to onboarding and customer management. Ensure data quality and accuracy, including 360-degree views , internal QBRs and CSMs dashboards across different Tiers.

Process Improvement:

Identify areas for process improvements within the Customer Success team and help develop best practices for customer engagement, onboarding, and on-going processes.

Training and Development:

Manage Customer Success Manager (CSM) skills and knowledge. Organize on-going training sessions, and manage external training initiatives related to personal developments and knowledge gaps. Suggest areas of personal improvements for CSMs and Onboarding Managers

Requirements:

Minimum of 5-7 years of experience in Customer Success Operations, or a related field.
Proven experience with Salesforce and other CRM systems.
Strong analytical skills with the ability to interpret data and generate reports.
Experience in developing and implementing process improvements.
Experience with training and development initiatives.
Knowledge of customer engagement strategies and techniques.
Advantage - 3+ years of experience as a customer success manager