Overview
The Scaled Customer Success Manager (SCSM) drives customer adoption, value realization, and retention for commercial and mid-market customers through 1-to-1, 1-to-many, and digital engagement.
What you'll do
- Own the success of a portfolio of commercial and mid-market customers.
- Build trusted advisor relationships with key customer stakeholders via periodic one-to-one engagements.
- Conduct success reviews and value conversations based on customer maturity and business needs.
- Develop success plans for customers requiring additional guidance.
- Act as the primary Customer Success contact and lead urgent customer escalations with cross-functional coordination.
- Run weekly virtual office hours and plan monthly enablement webinars for product and security use cases.
What you'll need
- 5+ years of customer-facing experience in Customer Success, TAM, Professional Services, Sales Engineering, or a similar post-sales role for enterprise SaaS/subscription products.
- Experience driving customer adoption, retention, renewals, and expansion and understanding the customer lifecycle.
- Ability to deliver customer presentations, executive business reviews, and technical workshops.
- Strong technical foundation in enterprise cybersecurity, including network security, SIEM, NDR/XDR, sandboxing, identity security, or incident response platforms.
- Working knowledge of TCP/IP, DNS, VPN, SSL/TLS, and enterprise networking concepts.
- Understanding of modern cybersecurity threats, attack techniques, and security operations.
Nice to have
- Experience supporting digital customer success initiatives like communities, webinars, or scalable customer education programs.
- Experience creating customer enablement content such as technical documentation, videos, tutorials, or knowledge base articles.
- Experience partnering cross-functionally with Product, Marketing, Support, and Sales.
Details
- Location: Bangalore, Karnataka, India.
Read the full description and apply on the company’s own careers page.
