Enterprise Customer Success Manager

Title: Enterprise Customer Success Manager Location: Remote Canada | Remote United States

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

As an Enterprise Customer Success Manager, you are responsible for turning our largest customers’ BeyondTrust investment into outcomes they can measure. You own the path from purchase to outcome: agreeing what success looks like with the customer’s executive sponsors and driving adoption of the solution across their teams so those outcomes are achieved and value is realised. You keep your accounts healthy and identify and mitigate risk early, building the proven value that gives the account team a strong footing to renew and grow every account. You are a trusted advisor to security and IT leadership, helping them get the most from their investment.

What You’ll Do

• Value realisation: Agree measurable business outcomes and success criteria with each customer. Baseline them, track progress, and report evidence of value delivered.
• Success plans: Build and run outcome-based success plans for every account in your book, covering each stage of the customer journey with clear milestones and owners on both sides. Track progress against the plan and escalate where delivery is off course.
• Adoption and time to value: Drive adoption of purchased capability against entitlement, using usage data to find where value is going unrealised. Work with the customer’s teams to improve how they use the product and close the gap early.
• Account health and risk management: Own the health of your accounts. Monitor usage, sentiment, engagement and delivery signals to identify risk early and diagnose the cause. Own the remediation plan, collaborating cross-functionally to make sure actions are created with named owners, tracked, and closed on time. Keep risks, actions and progress visible to the account team.
• Executive engagement: Lead success reviews with sponsors that cover outcomes achieved, usage, risk and roadmap fit, and build ROI cases the customer can use internally.
• Account team partnership: Share health, risk and value insights with Sales and Renewals so they go into renewal and expansion conversations with a clear picture of the account. Flag where realised value or new customer needs point to opportunity, and hand these to the account team to pursue.
• Escalations: Lead the cross-functional response to escalated customer issues and manage executive-level escalations to resolution.
• Cross-team coordination: Work with Services, Education, Technical Account Management, Support, Solution Engineers, Sales and Renewals so that delivery, technical issues and commercial activity all support the customer’s success plan.
• Voice of the customer and advocacy: Surface feedback and feature requests to Product with business context, and develop referenceable customers and case studies.
• Product Knowledge: Develop and maintain a strong understanding of BeyondTrust’s solutions, applying product knowledge to guide customers toward successful adoption, value realization and outcomes.

What You’ll Bring

• 2+ years in customer success, technical account management or a similar post-sale role, managing enterprise customers.
• A track record of driving product adoption and demonstrating measurable customer outcomes.
• Experience building and running success plans and using health scoring and usage data to identify and mitigate account risk.
• Experience leading success reviews and building credibility with senior stakeholders.
• Experience managing escalations and de-escalating customer concerns, driving cross-functional actions through to resolution.
• Ability to manage a portfolio of strategic accounts and prioritise effectively in a fast-paced environment.
• Excellent written and verbal communication, including translating technical detail into business value.
• A proactive approach: anticipating risk and acting before issues escalate.

Nice To Have

• Cybersecurity experience, ideally privileged access management or identity security and knowledge of BeyondTrust products.
• Background in customer success, technical customer success, technical presales, technical account management or professional services.
• Awareness of cybersecurity and software trends.
• Experience with Salesforce, Gainsight and Microsoft Office.

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.

BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.

Learn more at www.beyondtrust.com.

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