Customer Success Manager – Unit 42
Palo Alto Networks
Cyber SecurityTableau
Customer Success Director
Dataminr
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $126,400 - $185,000 per year
Job Level
Lead
About the role
- Drive the reduction of customer-impacting issues by identifying systemic serviceability gaps
- Globally deploy and manage a formalized Customer Support function focusing on process improvements
- Champion a closed-loop feedback process for Voice of the Customer (VoC) to Product
- Establish and manage Key Performance Indicators (KPIs) to track success in serviceability
- Serve as the primary operational interlock for Customer Success and Technical Support with Product Management, Engineering, and Revenue Operations
- Direct the development and deployment of internal knowledge and automation tools for Customer Success Managers and Technical Support
Requirements
- Minimum of 5 years of progressive leadership experience in Customer Success Operations, Technical Support, or Serviceability Integration within an Enterprise SaaS, AI, or high-tech environment
- Demonstrated ability to drive above-average Total Customer Experience and customer satisfaction through measurable operational improvements
- Experience implementing and rolling out global support strategies and processes, ideally across multiple international centers (e.g., follow-the-sun models)
- Proven analytical skills with the ability to translate complex service and customer data into actionable business requirements and product recommendations
- Bachelor's degree in a relevant field (e.g., Engineering, Computer Science, or Business) is required.
Benefits
- Flexible work arrangements
- Generous PTO and sick leave
- Professional development programs
- Competitive benefits package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success OperationsTechnical SupportServiceability IntegrationTotal Customer ExperienceOperational ImprovementsGlobal Support StrategiesAnalytical SkillsData AnalysisBusiness RequirementsProduct Recommendations
Soft skills
LeadershipProcess ImprovementCommunicationCollaborationFeedback ManagementProblem SolvingInterpersonal SkillsStrategic ThinkingCustomer SatisfactionOperational Management
