Note: The job is a remote job and is open to candidates in USA. Akamai Technologies is a leader in microsegmentation and data center security. The Senior Customer Success Manager, Microsegmentation will maximize customer value, retention, and growth by managing relationships, driving adoption, supporting renewals, and ensuring successful deployments throughout the customer lifecycle.
Responsibilities
- Acting as the main technical contact for customers, managing escalations, monitoring adoption, and driving value throughout the account lifecycle
- Maintaining deep expertise in product features and updates to guide customers effectively and ensure optimal usage
- Building dynamic relationships, conducting regular check-ins and business reviews, and identifying upsell/cross-sell opportunities to support customer satisfaction and expansion
- Delivering technical training, workshops, and documentation to educate users and promote product self-sufficiency
- Partnering with Sales during renewals, Product, and Engineering to support renewals, surface feedback, and ensure successful deployments
- Using analytics to monitor health metrics and usage trends, delivering data-driven recommendations to enhance customer outcomes
- Managing technical escalations with urgency, coordinating resources and ensuring resolution to meet customer expectations
- Leading new customer onboarding, ensuring smooth setup and tailored implementation through collaboration with Product and Engineering
Skills
- 5+ years in Customer Success, Customer Experience, or Community Management at a B2B SaaS or cybersecurity company and a Bachelor's degree
- Have proven track record of managing and renewing (with sales) a portfolio of strategic accounts, and driving adoption and value realization
- Show technical aptitude with the ability to explain complex concepts to both technical and non-technical stakeholders
- Have experience managing escalations and high-priority issues with urgency, professionalism, and accountability
- Show proficiency with customer success platforms (e.g., Zendesk, Intercom, Gainsight), CRM tools (e.g., Salesforce), and collaboration tools (e.g., JIRA, Monday.com)
- Demonstrate exceptional communication, presentation, and problem-solving skills with a data-driven approach to decision-making
- Have excellent organizational skills with the ability to manage multiple priorities and deadlines simultaneously
Benefits
- Annual bonus or incentives
- Equity awards
- Employee Stock Purchase Plan (ESPP)
- Industry-leading healthcare benefits; eligibility requirements apply.
- 401K savings plan; eligibility requirements apply.
- Company holidays; eligibility requirements apply.
- Vacation in the form of PTO; eligibility requirements apply.
- Sick time; eligibility requirements apply.
- Parental leave; eligibility requirements apply.
- Employee assistance program including a focus on mental and financial wellness; eligibility requirements apply.
- FlexBase program supporting employees to work at home, in an office, or a combination of both.
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