OverviewThe Customer Success Manager serves as the primary point of contact for assigned customers, combining commercial ownership with strategic customer success management. This hybrid role is responsible for driving retention, adoption, and growth across the existing customer base by ensuring successful business outcomes and long-term customer value realization.
The Customer Success Manager acts as a trusted advisor, aligning Forcepoint's cybersecurity solutions - including Data Loss Prevention (DLP), CASB, and related data protection technologies - with each customer's evolving security and governance priorities.
Location: Austin, TX (Must go into the office 2x a week)Key ResponsibilitiesCustomer Success & Engagement- Serve as the primary post-sale contact for assigned customers, ensuring a unified experience across renewals, adoption, and success initiatives.
- Develop a deep understanding of the customer's security posture, goals, and operational challenges to guide them toward maximum product value.
- Drive proactive engagement, including success planning, roadmap discussions, quarterly business reviews (QBRs), and ongoing account health monitoring.
- Collaborate cross-functionally with Support, Product Management, and Professional Services to accelerate issue resolution and feature adoption.
- Identify opportunities for expanding product utilization and aligning additional Forcepoint capabilities to customer objectives.
Renewals & Commercial Management- Own the renewal cycle for assigned accounts, ensuring timely renewals and minimizing churn risk.
- Manage a quota tied to annual recurring revenue (ARR), including upsell of add-on products and professional services.
- Accurately forecast renewals and expansion opportunities using CRM tools and pipeline tracking.
- Partner with Sales and Channel teams to ensure seamless handoffs, renewal strategy alignment, and account coverage.
Advocacy & Retention- Maintain high customer satisfaction and referenceability by acting as an advocate within Forcepoint for customer needs.
- Monitor account health signals (usage metrics, support cases, sentiment) and lead mitigation plans for at-risk customers.
- Capture and relay customer insights to Product and Engineering to inform roadmap prioritization and feature development.
Operational Excellence- Execute engagement and renewal processes consistently in line with organizational standards and KPIs.
- Leverage CRM, Success Plans, and account health dashboards to maintain accurate data and document customer interactions.
- Participate in team collaboration sessions to share best practices, success stories, and renewal execution strategies.
Forcepoint is committed to fair and equitable compensation practices. The salary range and variable compensation for this role is 100,000.00 - 120,000.00 and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including, but not limited to, location, experience, and performance. The range listed is just one component of Forcepoint's total compensation package for employees. Other rewards may include bonuses, paid time off policy, and many region-specific benefits
Don't meet every single qualification? Studies show people are hesitant to apply if they don't meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you're excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
