Customer Success Manager (Digital touch)
Job Description
Job title: Customer Success Manager (Digital touch)
Company: Claroty
Job description: Description:Claroty empowers the world’s largest enterprises to secure their cyber-physical systems across industrial (OT), healthcare (IoMT), and enterprise (IoT) environments: the Extended Internet of Things (IoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, risk and vulnerability management, threat detection, and secure remote access. Our platform is deployed by hundreds of organizations at thousands of sites across all seven continents, and our customers represent critical national infrastructure across the healthcare, oil & gas, utilities, mining, and manufacturing verticals.Founded in 2015, Claroty is headquartered in New York City, with more than 400 employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. Claroty has raised $635 million in funding from the world’s largest investment firms and industrial automation vendors – including SoftBank, Bessemer Venture Partners, Rockwell Automation, Schneider Electric, and Siemens – making it the most well-funded industrial cybersecurity company.Claroty is a dynamic, fast-growing company, and we live our values of People First, Customer Obsession, Strive for Excellence, and Integrity.We are always searching for energetic people who will get excited about these values and make a difference.We are looking for a Customer Success Manager to join our growing team of cybersecurity’s most outstanding and creative minds.Responsibilities:As a Customer Success Manager in Claroty, you will:
- Facilitate the onboarding experience for new clients, ensuring smooth introductions to our services and tools.
- Manage and resolve client escalations effectively, providing timely and efficient solutions to maintain customer satisfaction.
- Identify and nurture upsell opportunities from our clientele, leveraging a deep understanding of their needs and our service offerings.
- Develop and oversee a digital touch program, designed to maintain relationships and enhance interaction with our low-tier customer base.
- Actively collect and channel client feedback towards improving our digital platforms, products, and services.
- Collaborate cross-functionally with departments such as Support, Marketing, and Product Management to ensure alignment on customer needs and business goals.
- Ensure customers are kept up to date with new product features and services, and channel their feedback to the relevant business units.
Requirements:
- Proven track record of 4+ years of experience in a Customer Success Manager role or a similar position in a fast-growing B2B organization. Experience in managing mass client portfolios would be advantageous.
- Experience within the cyber-security domain.
- Strong empathy towards customers, balanced with a passion for revenue and growth.
- Practical experience with digital platforms like Gainsight, LMS, and other similar platforms. — Advantage
- Capabilities to identify key champions within the customer base, and potential areas for upselling.
- Self-learner and self-starter, with the ability and determination to become a product expert and customer advocate.
- Excellent communication and presentation skills, both online and in person, with a focus on digital communication.
- Highly organized with strong attention to detail.
- Relevant Bachelor’s degree, preferably in Computer Science or a related engineering degree.
Please note, the ability to manage multiple client relationships remotely is key, so travel requirements for this role are minimal.
Expected salary:
Location: London
