Proofpoint

Senior Manager, Customer Success

Proofpoint

full-time

Posted on:

Location Type: Hybrid

Location: Pittsburgh • Colorado, Pennsylvania, Utah • 🇺🇸 United States

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Job Level

Senior

Tech Stack

Cyber Security

About the role

  • Develop a Partner-focused Customer Success Strategy
  • Build strong relationships with a small group of named Partners and understand the strengths/weaknesses they bring to customer relationships and success
  • Determine which of our core Customer Success offerings (e.g., Health Checks, CISO decks, value summaries, and Red account support) will provide the greatest lift for end customer renewal rates and can be delivered through (or in partnership with) the Partner
  • Work with our Partners and external teams to make those services available and evangelize them through regular Partner engagement
  • Collaborate with the Channels SE team on enablement and messaging to Partners to emphasize how these services fit within the Proofpoint customer lifecycle
  • Execution and delivery to lift renewals
  • Create a trusted relationship with GTM teams at our Partners
  • Ensure that our key Customer Success offers are being regularly delivered to a Partner’s customer base with a focus on upcoming renewal cycles
  • Advise Partners proactively on where and how to run Customer Success for Proofpoint
  • Be data driven in how and where you spend your time, working with both Partner teams and end customers that can make a material difference to our company outcomes
  • Be hyper reactive to customer issues that arise and help Partners get them solved before it creates churn risk in the future
  • Support partners in business reviews and escalation management
  • Closely track execution to be able to report on activities, risks, and outcomes
  • Forecast retention risks for your Partners 2+ quarters ahead
  • Work with Channel Sales teams to align partner strategy, incentives, and execution
  • Provide structured feedback loops to improve partner programs and the customer lifecycle

Requirements

  • 7-10+ years in Customer Success, Channel Management, Account Management, or equivalent SaaS experience
  • Technical knowledge of Cybersecurity products with Proofpoint knowledge being an advantage
  • Experience working within a partner-led or reseller-driven go-to-market model (preferred)
  • Ability to build trust quickly with both partners and executive-level customer stakeholders
  • Strong analytical skills—comfortable interpreting product usage data and customer health signals
  • Excellent communication, presentation, and facilitation skills
Benefits
  • Competitive compensation
  • Comprehensive benefits
  • Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
  • Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.]
  • Annual wellness and community outreach days
  • Always on recognition for your contributions
  • Global collaboration and networking opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessChannel ManagementAccount ManagementSaaSCybersecurityData AnalysisProduct Usage InterpretationCustomer Health Signals
Soft skills
Relationship BuildingTrust BuildingAnalytical SkillsCommunication SkillsPresentation SkillsFacilitation SkillsProactive AdvisingCollaboration