SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 97,589 - 131,840 / annual
Nozomi Networks is a leader in operational technology (OT) and Internet of Things (IoT) cybersecurity, protecting critical infrastructure organizations globally across energy, manufacturing, transportation, and related sectors. The company's AI-powered platform secures OT and IoT infrastructures for enterprises and government entities in over 68 countries.
As Senior Customer Success Manager, you will manage a portfolio of critical accounts, serving as the primary point of contact for key customers. Your responsibilities include understanding customer success criteria, driving product adoption and value realization, addressing customer questions and concerns, and building trusted customer advocacy relationships. You will own the full customer lifecycle—from onboarding through renewal—with a focus on minimizing churn, demonstrating ROI, and maintaining high renewal rates.
Key responsibilities:
- Develop and manage customer portfolio with focus on account health and expansion
- Drive customer lifecycle management: protect, nurture, and deliver exceptional service
- Demonstrate successful achievement of customer-guided value measures to drive revenue growth
- Minimize customer churn through proactive success planning and lifecycle management
- Resolve customer requests and concerns while identifying systemic improvements to customer experience
- Analyze data and trends to inform engagement strategies with customers and internal stakeholders
- Maintain accurate customer information and serve as reliable brand ambassador
- Collaborate across departments to ensure customer visibility and outcomes
- Contribute product feedback to inform design and development
- Create training materials and educational content for the department
- Evaluate and improve customer communication infrastructure and tutorials
You will engage with customers at all levels, from technical staff to C-suite executives, conducting product demos, delivering technical training, and presenting executive-level reports that articulate value delivered.
REQUIREMENTS:
- 4+ years of proven customer success experience supporting technical products
- Demonstrable experience onboarding customers, driving adoption, and achieving business outcomes
- 3+ years of IT and network security experience (OT experience is a plus)
- Deep understanding of customer concerns regarding product use; ability to recommend operational best practices and troubleshoot
- Strong organizational skills: experience creating/maintaining account notes, developing get-well plans, and executing customer success playbooks
- Technical skills: ability to confidently conduct product demos, training, and present technical reports to customers
- Previous experience in TAM (Technical Account Manager) or SE (Solutions Engineer) roles is highly valuable
- Experience working with brand image and promoting value through customer experience
- Excellent communication and interpersonal skills; ability to compile and deliver technical reports and executive presentations
- Leadership competency engaging with C-level to technical staff
- Experience analyzing and optimizing Customer Success department processes
- Demonstrated accountability, personal organization, and ability to multitask
- Self-driven and proactive nature with patient, active listening skills
- Passion for service and customer success
- Core competencies: active listening, business acumen, drive for results, emotional intelligence, objection handling, planning & organizing, professional expertise, relationship building, resilience, solution-oriented mindset, teamwork and collaboration
