Customer Success Manager - West

Foster City, CA /
Customer Success – Customer Support /
Exempt Full Time
From the CISO to the analyst, Exabeam helps security teams outsmart the odds by adding intelligence to their existing security tools – including SIEMs, XDRs, cloud data lakes and hundreds of other business and security products. Out-of-the-box use case coverage delivers repeatable outcomes. Behavioral analytics allows security teams to detect compromised and malicious users that were previously difficult, or impossible, to find. And alert enhancement and automated timeline creation help overcome staff shortages by minimizing false positives and reducing the time it takes analysts to detect, triage, investigate and respond to incidents by 51 percent. For more information, visit https://www.exabeam.com

The Customer Success Manager (CSM) is responsible for developing and expanding customer relationships that promote successful adoption, retention, and loyalty leading to a successful renewal and a world class customer experience.  The ideal candidate has the ability to build strong relationships with influencers and decision makers, strong project management skills, and the tenacity and proactiveness to drive desired outcomes for our customers. This can be a 100% remote role supporting PST territory customers.

Responsibilities

    • Owner of customer's overall success with the Exabeam platform, including their subscription renewal and expansion of their usage
    • Promote best practices and usage of Exabeam's products
    • Promote the maximum value of customer's investment in Exabeam, including full utilization of customer licenses, and collaborating with sales teams to ensure growth attainment and increased footprint
    • Partner with Sales, Engineering, Cloud Operations, Support, and Professional Services in a collaborative manner, with the goal of improving the customer experience and operating more efficiently as a company
    • Manage customer escalations to ensure the highest level of customer satisfaction
    • Prepare and deliver Quarterly Business Reviews (QBRs) with customer to review overall health of the account and adoption of the Exabeam platform; and
    • Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution

Qualifications

    • 5-7+ years experience in software, SaaS, or IT/management consulting role (security domain experience preferred, not required)
    • Bachelor’s degree in a technical or business field or relevant experience
    • Proven ability to pick up new products quickly
    • Prior experience owning customer lifecycle adoption, renewal/expansion, or escalation customer management in the enterprise space
    • Experience with Salesforce or other CRM tools (Gainsight a plus!)
    • Ability to travel (up to 20-25%) across the region to visit customers


Exabeam is privately funded by Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit https://www.exabeam.com or follow us on LinkedIn and Twitter.