Note: The job is a remote job and is open to candidates in USA. Tufin is a company focused on ensuring successful customer experiences, and they are seeking a Customer Success Manager. The role involves managing a portfolio of enterprise customers, developing adoption plans, and serving as the primary advocate for customers throughout their lifecycle.
Responsibilities
- Manage a portfolio of enterprise customer accounts participating in the Guided Success program
- Drive each customer's Adoption Plan together with their management, Tufin champions and stakeholders, coordinating internal resources and tracking progress against agreed adoption objectives
- Lead kickoff meetings, success reviews, adoption reviews, and Executive Business Reviews (QBRs)
- Monitor customer health, product adoption, and progress toward agreed success outcomes
- Monitor and report on customer health, adoption, and success metrics to identify risks, measure progress, and support successful customer outcomes
- Coordinate Technical Account Managers, Professional Services, Support, and other internal teams to deliver customer priorities
- Own customer escalations and coordinate timely communication and resolution
- Identify opportunities to improve customer adoption, retention, and long-term success
- Partner with Sales on renewal planning and identify expansion opportunities where appropriate
- Represent the voice of the customer by providing feedback to Product Management and other internal stakeholders
- Contribute to the continuous improvement of Guided Success processes, customer engagement practices, and adoption methodologies based on customer feedback and operational experience
Skills
- Bachelor's degree or equivalent experience
- 5+ years in Customer Success, Enterprise Account Management, Consulting, Technical Account Management, Professional Services, Sales Engineering, Technical Support, or a similar enterprise customer-facing role
- Experience managing enterprise SaaS or enterprise software customers
- Strong executive communication and relationship management skills
- Excellent organizational, presentation, and problem-solving skills
- Ability to coordinate cross-functional teams and manage multiple customer engagements simultaneously
- Customer-focused mindset with a passion for delivering measurable business value
- Experience with networking, cybersecurity, cloud security, or enterprise infrastructure
- Familiarity with major network security vendors such as Cisco, Palo Alto Networks, Check Point, and Fortinet
- Experience with Salesforce and Customer Success platforms
- Understanding of customer adoption, customer health measurement, and value realization
Company Overview