Manager of Customer Success at Varonis Systems
London, GB

The Manager of Customer Success works with Varonis clients to drive retention, renewals, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen.

The manager of Customer Success will lead a team of Customer Success Managers (CSMs), supporting subscription customers in EMEA and manage a small number of accounts on the Varonis Customer Success Programme (CSP). They will develop the team, manage day-to-day workloads and create strategies to optimize productivity of the team while delivering value to our customers. MCS will be responsible for achieving the objectives of the team, reporting, internal and external stakeholder reviews, continuous improvement of results, ensuring support and alignment across the Professional Services group team. MCS will also collaborate with other leaders within other teams including Professional Services, Sales, Renewals, Support and Product management to ensure our customers are successful.

 
Responsibilities - Team 

  • Manage the team in respect to milestones, activities, goals and Account Plans
  • Develop relationships with Sales leadership and account teams; ensure awareness of CS activities and drive collaboration between Sales and CS toward account team goals
  • Perform ongoing analysis of customer lifecycle and take the necessary measures to increase engagement and consequent impact throughout
  • Apply understanding of internal tools for documentation and reporting requirements; run standard reports and review them regularly
  • Recruit, hire, train, manage and coach CSMs and CSRs
  • Ensure CSMs are staying up to date with their responsibilities (timesheets, SF records, Account Plans, etc.)
  • Oversee CSMs and their engagements as needed to verify quality services are being provided
  • Serve as the escalation point for CSMs
  • Conduct regular 1 on 1 and team calls with assigned CSMs

 

Responsibilities - Accounts

  • Responsible for the management of a portfolio of client accounts to foster long-term business relationships
  • Deliver a proactive customer contact strategy to drive renewals, customer adoption, training, and revenue growth
  • Increase customer satisfaction by understanding business needs, defining solutions based on business need and recommending additional Varonis solutions and ROI via customer advocacy
  • Act as an escalation point to drive resolution in a timely, proactive manner
  • Identify at-risk renewals
  • Monitor customer health by tracking product usage and customer satisfaction
  • Communicate status of assigned accounts to the Director of Customer Success
  • Act as a customer advocate, driving cross-functional teams across Development, Product Management, Professional Services, Sales, Marketing and Customer Support
  • Conduct regular on and off-site meetings to understand customer’s business requirements
  • Manage day-to-day relationship and communication with large scale Enterprise customers to ensure success and growth.
  • Assist with the development of technical educational, marketing, and sales material in support of customer success
  • Perform other duties as required

 

Experience

  • 5 + years of customer facing experience in services roles, at least 2 years as a manager
  • Prior experience in customer success and retention roles
  • Track record of working with enterprise level customers
  • Experience of managing teams, including remote teams in EMEA
  • Willingness to travel in EMEA
  • Strong operational background with proven ability to define and leverage business metrics to manage team goals. Track record of delivering results above expectations
  • Excellent executive level communication and presentation skills
  • Prior experience in a software delivery is a must, experience in the security space is a plus
  • Fluent in French is a must and fluency in German as well would be a plus

 

We invite you to check out our Instagram Page to gain further insight into the Varonis culture!

@VaronisLife

 

  Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.