Customer Success Manager – High Touch

About UsProofpoint 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 WorkAt Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core valuesBold in how we dream and innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe 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 Senior 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 sales, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, 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 cybersecurity; 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.Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to themSecure approval from your customers’ decision makers on the CSP’s content and timelineMeet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already ownBe a relentless advocate for customers to help ensure that Proofpoint deployments are successfulConsistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product managementIdentify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on trackEngage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfactionLearn 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.What You Bring To The Team4-year college degree in a business area, technical area or equivalent5 to 10+ years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areasDemonstrate a thorough knowledge of customer success principles and the rationale for the related behaviourCurrent knowledge of Proofpoint products or similar and proven curiosity to learn configure flagship products in best practiceMust be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experiencedDemonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive resultsProven ability to influence colleagues and customers to act in high impact situationsExtensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise securityCurrent knowledge of cybersecurity solutions and productivity suitesProven ability to effectively lead in a team environment as well as independently pioneer new processes for your teamAbility to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriateExcellent communication skills, phone manner, and meeting presence with all levels of customer leadershipEvidence 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 methodologiesAbility to think innovatively, strategically and deliver tactically. Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiativesAbility to work independently, ability to adapt quickly, positive attitudeTravel Moderate travel (25%+)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 usCompetitive compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal collaboration and networking opportunitiesOur 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 accessibility@proofpoint.com.How To ApplyInterested? Submit your application along with any supporting information- we can’t wait to hear from you!