Senior Customer Success Manager - Italy

Job Description

Nozomi Networks is seeking a Senior Customer Success Manager to join their team and build the future of OT and IoT cybersecurity. The ideal candidate will engage and build meaningful relationships with critical accounts, driving customer satisfaction, product use, and retention. This role involves serving as the primary point of contact for key customers, understanding their success criteria, driving adoption and value realization, addressing questions, and resolving issues.

• Develop and manage customer portfolio.
• Drive revenue growth by demonstrating successful achievement of customer guided value measures.
• Minimize customer churn through customer success plans and customer lifecycle management.
• Resolve customer requests and concerns ensuring improvements to customer experience.
• Improve customer experience through data and trend analysis.
• Maintain customer information accuracy.
• Be a reliable point of contact and brand ambassador for Nozomi.
• Work across departments ensuring proper customer visibility and outcomes are met.
• Aid in product design and product development through customer feedback.
• Assist in creating training courses and educational materials.
• Evaluate and improve tutorials and other communication infrastructure.

To be successful, candidates should possess:

• 4+ years of experience in a customer success position supporting a technical product.
• Experience onboarding customers, driving adoption, and achieving business outcomes.
• Deep understanding of customer concerns and thoughts regarding product use.
• Strong organizational skills with experience creating/maintaining account notes.
• 3+ years of experience in IT and network security (OT experience is a plus).
• Technical skills to conduct product demos, training, and present technical reports.
• Previous experience in a TAM or SE role is highly valuable.
• Experience working with brand image and promoting value through customer experience.
• Accountability, personal organization, and ability to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Leadership and competency engaging with CxO to technical staff.
• Experience analyzing and optimizing processes in the Customer Success department.
• Patient and active listener.
• Passion for service.

Nozomi Networks offers:

• Flexible Time-Off