Customer Success Manager



Mexico · Remote
Posted on Thursday, May 30, 2024

There are 2 actors on a network, people and machines. Just as usernames and passwords are used by people to access machines, machine identities are used by machines to identify and access each other. Venafi is the inventor of the technology that manages and protects machine identities, the most important security initiative in our Global 5000 customers. We are Warriors!

Are you passionate about making a positive impact and protecting the world from cybercriminals? If so, you may be a natural Venafi Warrior!

How you’ll be protecting the world:

As a Customer Success Manager at Venafi, you’ll be part of a ground-breaking team on our product portfolio. It’s up to us to educate customers on the value of machine identity management and what it can do for them. We are the experts: we dive in deep to understand what it takes to achieve the business outcomes for the customer. We work to ensure that they understand their opportunities and that all of their business goals with Venafi get met—no more outages!

You will actively manage a group of customers on their journey from getting implemented onwards. You’ll be the guide to our customers in understanding why machine identify management is important, and how they can creatively address their security needs. Venafi Customer Success Managers wield proven expertise building deep relationships and translating large, complicated customer environments into straightforward, measurable solutions.

Key Result Areas

  • Drive the customer intent to renew by driving adoption of purchased Venafi’s software to achieve the customer business outcomes through the use of a Customer Success Plan.
  • Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
  • Analyze accounts to identify churn risk and work proactively to eliminate that risk.
  • Educate champions and their teams on the value of machine identity management and help uncover and guide to solve new use cases.
  • Act as a trusted/strategic advisor to each customer helping to drive continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.
  • Organize sessions and/or QBR with internal and customer stakeholders.
  • Guide new customers through their onboarding process to achieve a short time to value.
  • Contribute to initiatives within the customer success team to improve the customer experience for all tiers.
  • Work cross-functionally with members in product, sales, and support to foster a strong sense of community and information sharing.
  • Helping customers to address existing and new use cases by demonstrating functional knowledge of the Venafi products.

The Ideal Venafi Warrior Will Be Armed With:

  • Minimum 3-5 years in software customer experience management.
  • Experience managing accounts with a software platform that solves complex problems, across many business units
  • Scrappy mentality—we wear many hats and are willing to get our hands dirty.
  • Proven ability to educate, build and maintain relationships with executive decision-makers.
  • Experience in delivering outstanding customer service and supporting and driving our customers to their business outcomes
  • Excellent creative and critical thinking skills—ability to be preemptive.
  • Strong communication and presentation skills—much of our day-to-day is spent thinking of and presenting solutions to customers.
  • Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our customers.
  • Proven ability to manage multiple complex customer journeys at once.
  • Show a pro-active approach in working with Customers

What sets you apart?

  • Customer Success Experience in a SaaS based Security software environment.
  • Named, global or large enterprise account management experience
  • Knowledge in the Machine Identity Management area

More About Venafi:

Venafi is the undisputed leader in Machine Identity Management. Why? Because we created the category and are light years ahead of anyone that would consider competing! Gartner has recognized Venafi as number one in our space and as it turns out, one is NOT the loneliest number!

Venafi is the inventor of the technology that secures and protects machine identities. The Venafi platform provides visibility, intelligence, and automation for SSL/TLS, IoT, mobile, cloud native, Kubernetes, and SSH machine identity types. Many of the largest organizations in the world use Venafi.

Billions of dollars have been spent protecting usernames and passwords and almost nothing managing machine identities—organizations are just now realizing that managing and protecting machine identities is as important as managing usernames and passwords. The bad guys know this and are using stolen or forged machine identities in their cyberattacks. In fact, Gartner says 50% of network attacks will use machine identities.

Come help us protect the world!