Job DescriptionDoes Zero Trust Security excite you?Are you passionate about building relationships and ensuring customer success?Join our highly skilled Zero Trust Security TeamIn this job, you'll focus on maximizing value, retention and growth throughout the customer life-cycle. You will help protect our customers key applications and assets from advanced cyber threats. Our Senior Customer Success Manager will become an industry expert, delivering innovative outcomes to achieve retention.
As a Senior Customer Success Manager, Microsegmentation, you will be responsible for:
- 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.
Do what you loveTo be successful in this role you will:
- 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.
CompensationAkamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $112,500 - $202,500/year; a candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.
