Sr. Customer Success Manager

Let's talk about the role and responsibilities:

Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle

Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives

Act as a program manager throughout the entire customer journey including professional services engagements

Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology

Build adoption and value plans with customers to set a long-term vision for success and growth

Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion

Act as an escalation point when things are not going to plan

Organize and host regular customer check-in meetings, onsite visits and Executive Business Reviews

Coordinate and manage customer special requests & projects

Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell

Travel may be required from time to time

Let’s talk about your skills/expertise:

Consistently delivers excellent customer experience: 5+ years of experience in a Customer Success Role

Strategic mindsight with experience managing large, multinational accounts

Can have strategic conversations with and confident presenting to senior customer executives

Able to coordinate and mobilize internal resources to deliver customer outcomes, including coordinating across time zones with global teams (Sales, Product, Support, Professional Services)

Proven ability to operate independently as the sole CSM in a region, exercising sound judgement on prioritization, escalation, and resourcing without daily oversight

Self-starter who builds structure and process where none exists, rather than waiting for direction

Experience navigating cultural and business nuances across APAC markets, adapting engagement style to local customer expectations

Demonstrated background in developing and managing commercial relationships

Proven track record of meeting and exceeding targets

Strong technical acumen to add value to customer discussions and translate product strengths into business value

Genuine enthusiasm for AI and emerging technology, with a track record of adopting AI tools in your own workflow and comfort discussing AI-driven use cases with customers

Strong program management skills

Strong analytical skills/ ability to identify patterns and spot trends

Previous experience working in a SaaS environment, or telecoms would be a distinct advantage

Knowledge of testing, the software development lifecycle desirable

Bachelor's degree in a related discipline is desirable

You Are:

Organized

Process-driven

Self-directed and comfortable working autonomously

Customer Focused

Articulate and confident

A communicator

A problem solver