Sr. Customer Success Manager

About Us:

Delinea is a leading provider of privileged access management (PAM) solutions for the modern, hybrid enterprise. We make privileged access more accessible by eliminating complexity and defining the boundaries of access to reduce risk, ensure compliance, and simplify security. Delinea empowers thousands of customers worldwide, including over half the Fortune 100. Our customers include the world’s largest financial institutions, intelligence agencies, and critical infrastructure companies.

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.

Apply today to help us achieve our mission.

Sr. Customer Success Manager Summary:

The Customer Success Manager is responsible for the day to day management of assigned customer accounts.  This includes working closely with sales teams, professional services, technical support, sales operations, and product management to understand and resolve customer issues. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate how Delinea supports achievement of customers’ strategic goals.

What You'll Do:

• Be the client advocate and product specialist for assigned customers

• Develop and implement scalable methods for communicating best practices to customers

• Identify at-risk accounts, and take appropriate action and/or escalate as needed

• Deliver remote services to new and existing customers including: software installation and configuration, onboarding, and training

• Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers

• Regularly monitor customer health, and communicate results with regional sales team, support and renewals team

• Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders

• Work closely with customer on renewal during the Customer Journey for optimal retention.

• Create direct relationship with sales teams to drive expansions

• Review client requests with technical support, product management and regional sales team and escalate as necessary

• Schedule and conduct regular reviews with customers and communicate results

• Develop, prepare, and nurture customers for advocacy

• Be responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, webinars, etc.

What You'll Bring:

• BA/BS preferred or equivalent experience

• 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer

• Knowledge of privilege access management and cybersecurity best practices

• Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level

• Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions

• Competency with Salesforce and Customer Success Management platforms

• Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment

• Excellent verbal and written communication skills

Bonus if you Have:

• Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc.

Delinea Culture & Benefits:

Why work at Delinea?

· We’re passionate problem-solvers doing our part to make the world a safer place.

· We invest in people who are smart, self-motivated, and collaborative.

· What we offer in return is meaningful work, a culture of innovation and great career progression!

At Delinea, our core values are STRONG—Spirited – Trust – Respect – Ownership – Nimble – Global – and guide our behaviors and success. We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful equity and bonus program, and excellent benefits, including a full suite of medical, dental, and vision insurance, as well as 401(k) matching, ROTH, comprehensive life insurance, short-term and long-term disability insurance, an employee assistance program, generous discretionary time off (DTO), and 12 paid holidays. We support all families with 12 weeks of paid leave for new birth, adoption, surrogacy, or foster-to-adopt primary caregivers. Secondary caregivers are offered 6 weeks of paid leave.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive 7-year criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.