**About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the position**: We are looking for a Manager, Customer Success supporting our growing Customer Experience team. This role is a leadership position and one that is a vital part of the sales organization. This role leads the strategy and execution for our customer success team to ensure the successful adoption, maturity, and growth of our customers, across Netskope's customer base. This role focuses on driving success across all of our Customer Segments. The focus of this role is to recruit, grow, mentor and be a coach/ strategic planner for a team of senior customer success managers (CSMs) and includes responsibilities for Customer Success activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). You will understand the customer success managers' roles, processes, and paths to success and help define this within the broader sales organization. You will also work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of Netskope, ensuring they are realizing business value from the ongoing use of our solution. At a team level, you will gather customer feedback and requests while working with internal teams to help align customer adoption with our product and roadmap. You will ensure your team successfully drives forward Netskope's key performance metrics. You will also meet and engage with our customers and establish relationships with key executives within our customer base. Additionally, you will work effectively and collaboratively with other managers and leaders across the broader sales and Netskope organization to drive success for both customers and Netskope. **Responsibilities include**: - Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores - Lead World-class Customer Success team, recruit experienced leaders for each functional role, Attract high potential individual contributors into the team - Define and optimize customer life-cycle, map customer journey, identify opportunities for continuous improvement, Learn from best practices in the industry - Manage Customer Success activities to include on-boarding, training, professional services, customer support, customer success management, renewals, cross-sell / up-sell, advocacy - Drive new business growth through greater advocacy and reference-ability - Measure the Effectiveness of Customer Success, define operational metrics for team - Establish a system for tracking metrics, create cadence for review within the team - Expose a subset of metrics to the executive team, company, and board - Monitor and identify adoption, maturity and growth trends for the team and customers to inform customer and business strategy - Manage the team to conduct periodic QBRs, develop joint success plans, conduct customer health-checks and review customer health scores with an emphasis on customers' success with Netskope - Identify customer needs and collaborate with accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals - Partner closely with account executives and other cross-functional team members to translate business needs and product requirements into new solutions for customers - Align with cross-functional teams to drive marketing to existing clients, driving product road-map, cross-sell and up-sell and focus on selling with a retention focus, measurement, and forecasting, key metrics and objectives - Create rapid on-boarding process for new team members - Foster collaboration within the team and across the customer life-cycle - Encourage continuous learning within the team - Enhance effectiveness and efficiency through technology - Inspire customer success across the company - Help drive and maintain a company-wide culture of Customer Success - Drive company-wide definition of the ideal customer, Create a company-wide customer feedback loop **Job Requirements**: - 8+ years of cyber technology experience (data protection, security operations, threat, risk or identity management); technical pre/post-sales experience a plus - **Strong, hands-on technical skills**, preferably in cloud operations and cyber-security space; preferred skills include security and networking technologies including Proxies, Next-Generation Firewalls, SSL/IPSec, VPN's, SSO, DLP and Encryption gateways - Customer-centric approach and genuine desire to help our customers get the most from Netskope - Ability to manage influence through building consensus while engaging with securit