DescriptionCustomer Success ManagerRemote - US
About the role:Pentera seeks a Customer Success Manager who is passionate about driving customer value and building strong, trusted relationships. The ideal candidate brings experience working with global enterprises, a proven ability to guide customers to measurable outcomes, and a talent for aligning technical solutions to business priorities.
As a Customer Success Manager, you will serve as the primary advocate and point of contact for your portfolio of strategic accounts. You will ensure customer satisfaction, retention, and growth by leading onboarding, driving adoption, and building success plans that deliver clear value leading to commercial success. You will partner closely with executives, technical teams, and internal stakeholders to manage renewals, identify expansion opportunities, and proactively mitigate risk.
Pentera partners with some of the largest and most recognizable enterprises worldwide, so experience managing complex, global accounts is essential.
Roles and Responsibilities:- Serve as the primary advocate and trusted advisor for your portfolio of customers, guiding them through every stage of the Pentera journey.
- Build and maintain strong relationships with economic buyers, champions, decision makers, and primary operators, ensuring alignment across all key personas.
- Lead customer onboarding as project manager, driving adoption on defined paths and ensuring time-to-first-value.
- Own the customer-agreed success plan (in partnership with the Technical Advisor) and confirm value realization through partnership reviews.
- Proactively monitor customer health, usage, and engagement trends to surface risks early, drive mitigation strategies, and support renewal forecasting.
- Partner with Sales and Renewals to secure renewal outcomes and support expansion opportunities by surfacing CSQLs.
- Represent the voice of the customer internally by defining the business impact of feature requests, advocating for prioritization, and collaborating with Product, Support, and Operations teams.
- Manage escalations with whiteglove communication, ensuring customer expectations are met and exceeded.
- Maintain accurate contact data, activity records, and license compliance information to support clean execution across all functions.
- Act as a customer advocate in every interaction, ensuring Pentera delivers a consistent, high-value experience across the lifecycle.
- Travel as needed to customer sites to reinforce relationships, drive alignment, and deliver strategic value.
Core Competencies:- Customer Advocacy: Acts as a trusted advisor, always championing customer outcomes and ensuring Pentera delivers measurable value.
- Technical Acumen: Confident in leading product demos and driving product adoption.
- Business Alignment: Skilled at translating technical outcomes into business impact that resonates with executives and decision-makers.
- Commercial Awareness: Understands renewal and expansion dynamics, surfacing opportunities and risks early to drive predictable outcomes.
- Analytical Insight: Uses data and telemetry to assess customer health, identify adoption trends, and prioritize actions.
- Communication Excellence: Equally effective with technical detail and executive-level storytelling; able to simplify complexity with clarity and confidence.
- Collaboration & Influence: Works seamlessly across Sales, Renewals, Support, Product, and Services to ensure one aligned customer experience.
- Resilience & Problem-Solving: Thrives in complex situations, anticipating obstacles and driving resolution with urgency and creativity.
- Journey Ownership: Orchestrates the customer journey end-to-end, ensuring each stage delivers proof of value and builds toward long-term resilience.
RequirementsRequirements:- 5-8 years of experience in Customer Success, Account Management, or a related role, with a proven record of managing high-value enterprise customers through the full lifecycle.
- Experience managing global enterprise accounts, with the ability to engage confidently across multiple regions and stakeholders.
- Background in cybersecurity or SaaS/technology environments, with the technical acumen to lead product demos and adoption sessions.
- Demonstrated success in influencing renewals and expansions by tying customer objectives to measurable outcomes and validated value.
- Exceptional communication and presentation skills, able to engage both technical operators and executive decision-makers with credibility and impact.
- Strong analytical and problem-solving abilities; comfortable assessing customer health, surfacing risk, and driving mitigation strategies.
- Adept at building success plans, confirming value realization, and aligning internal teams around customer outcomes.
- Willingness and ability to travel for customer engagements as needed.
- Bachelor's degree in a relevant field required; advanced degree or MBA is a plus.
