As part of the Customer Success team, you will be responsible for our customer’s post-sale experience and long-term success. You’ll work hand in hand with customers focusing on their adoption of the Lacework platform and value realized. You’ll manage relationships for your portfolio of accounts with a focus on providing a great customer experience. As an early member of the team, you’ll also have the opportunity to advance and shape our post-sale customer journey, and evolve the resources and tools we use to drive successful outcomes for our customers.
The Role:
- Develop a deep understanding of the Lacework platform, cloud environments, security best practices and the DevOps world in which our customers operate.
- Drive customers onboarding (kickoff, technical implementation, product overview, …) for our assigned customers
- Develop a comprehensive understanding of the business challenges facing your customers and how Lacework solves those challenges
- Run 1:1 success sync with larger customers on a bi-weekly or monthly basis to share best practices & to present new features relevant to the customer use cases
- Detect upsell opportunities in the accounts & work with RSM/SE to close it
- Work with experts within Customer Success, Technical Support, Product Management and Engineering to solve customer issues
- Collect feature requests with customers and feed that back to the Product Management
- Monitor and drive key performance metrics such as Adoption, Value Realization, Consumption, Customer Engagement & Satisfaction.
Qualifications:
- Minimum 5 years work experience in technical account management or equivalent, product and adoption focused customer success, within the security and/or cloud computing domains.
- Hands-on experience with platforms built on Public and Private Clouds (AWS, GCP or Azure).
- Familiarity with concepts of Enterprise security and compliance frameworks
- Familiarity of Infrastructure Automation tool concepts (Terraform, Cloudformation, Ansible etc)
- Strong project management skills, ability to multi-task and work in a dynamic environment
- Handling customer escalations, managing customer expectations, and driving successful resolutions
- Excellent problem solving and analytical skills
- Bachelor's Degree and/or equivalent work experience preferred
- Cloud & Cybersecurity Certifications are a plus
- German speaker mandatory, French or Spanish is a plus