Customer Success Manager

About Us:

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.

How We Work:

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: 

Bold in how we dream and innovate

Responsive to feedback, challenges and opportunities

Accountable for results and best in class outcomes

Visionary in future focused problem-solving

Exceptional in execution and impact

The Role  

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team.  The mission of the Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. 

This is a post sale, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, including C-suite, as well as with technical staff within the traditional IT and Security organization.  Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to security and messaging; extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience.

Your day-to- day

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
• Meet regularly with assigned customers for health checks or other relevant engagements with a focus on delivering value, driving customer success outcomes, driving product adoption and utilization, solving customer pain points, showcasing value and ROI, and transforming the relationship from vendor to strategic partner.
• Get to know your customer’s business and priorities with Proofpoint solutions at a deep level. Anaylze various sources of telemetry data to identify target customers for outreach and engagement focused on providing specific, actionable guidance on how they can get more value from what they already own.
• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them.  Secure approval from your customers’ decision makers on the CSP’s content and timeline.
• Conduct and deliver product health checks to ensure customers are configured to best practices and better protected against the lastest security threats and trends by driving customer adoption of product features and key security controls.
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful.  Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
• Engage with appropriate internal team members from cross functional groups such as Sales, Engineering, Support, and Professional Services.
• Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.
• Develop and oversee individual strategies to help meet Proofpoint’s customers’ requirements for success.  Guide the customer in best practices to incorporate those strategies into their business/technical plans.

Requirements

• Bachelor’s or advanced degree in a relevant field, or equivalent experience
• 5 +  years of industry leadership experience in customer success, sales engineer, senior support engineer, solutions consultant, or other customer-facing role with exposure to multiple technology areas
• You have a background in a consultative approach to solving problems and/or have a strong desire to pivot your career towards a customer-centric direction
• Experience working with large (Enterprise) clients/organizations
• Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
• Proven track record developing and maintaining customer relationships through virtual and in-person meetings
• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
• Ability to think innovatively, strategically, and deliver tactically.  Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiatives
• Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team and identify and lead customer-centric initiatives across internal teams
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership from technical staff through C-suite
• Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving positive outcomes and influencing actions in high-impact situations
• Current knowledge of cybersecurity solutions and productivity suites preferred
• Exposure to any of the following is highly valued: Cloud security and shadow IT, email security and authentication, data and IT security, Data Loss Prevention (DLP), compliance, and privacy, vulnerability and risk management, identity and directory services and protocols such as AD, Azure AD, LDAP, iDP (identity providers), networking and protocols such as SMTP, DNS, HTTPS
• CISSP or other relevant cyber-security and/or cloud security certifications are valued
• Evidence of pristine documentation, executive communications, white papers, etc.
• Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
• Ability to work independently, adapt quickly, and have a positive attitude
• Travel: Moderate travel (25%+)

Why Proofpoint 

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life.

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• Competitive compensation

• Comprehensive benefits

• Career success on your terms

• Flexible work environment

• Annual wellness and community outreach days

• Always on recognition for your contributions

• Global collaboration and networking opportunities

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.

We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to [email protected].

How to Apply

Interested? Submit your application along with any supporting information- we can’t wait to hear from you!