Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.
About the Position
We are seeking a proactive, customer-centric Scaled Customer Success Manager to join our global team in driving value for our mid-market customer base. This role is designed for a high-energy professional who excels at managing a large volume of accounts through a "Scaled" engagement model, balancing strategic human touch with digital efficiency.As a Scaled CSM, you will be the front line of our human-led engagement, executing 1-to-many strategies to drive customer adoption, retention, and overall success. You will address platform complexity by partnering with Sales to guide customers through best-practice and managing at-risk accounts at scale to reduce churn and maximize value realization.As this is a global team, this role requires the ability to work outside of standard APAC hours to align with global stakeholders and customers.
Responsibilities:
Scaled Account Management
Partner with the Scale Sales team to identify expansion opportunities and ensure a unified approach to account growth and retention.
Execute a high-volume engagement model for the mid-market segment, utilizing 1-to-many strategies such as group coaching, office hours, and targeted outreach.
Manage a pooled or high-volume portfolio of accounts, ensuring customers hit key milestones in their journey.
Serve as the "human touch" within our scaled motion, providing expert guidance on platform best practices and configuration.
Risk Management & Retention
Deeply understand how to deliver value to diverse businesses, translating technical features into tangible business outcomes for the customer.
Monitor customer health scores and telemetry data to proactively identify and engage at-risk accounts.
Execute Success and Risk Playbooks for high-volume risk scenarios, such as low adoption or renewal triggers, to mitigate churn.
Work closely with the Manager and Sales teams to lead outreach strategies for customers showing signs of health decline.
Adoption & Customer Enablement
Drive customer adoption of key best practices by helping to lead enablement sessions and webinars.
Contribute to the development of self-service resources and "Digital Journey" content that empowers customers to find value independently.
Identify common customer challenges and provide feedback to Product and Engineering to improve the self-service experience.
Cross-Functional Collaboration
Work with the Scale Operations team to provide feedback on the effectiveness of automated campaigns and digital touchpoints.
Work with Scale leadership team to develop playbooks, content, and other resources for customers
Collaborate with Partner Success to ensure customer accounts managed by partners are following established best practices.
Requirements:
3-5 years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS environment.
+3 years experience in cybersecurity, particularly SASE (Secure Access Service Edge) and SSE (Security Service Edge) frameworks.
Proven ability to manage a high volume of customers effectively, prioritizing tasks to maximize impact.
Experience managing a high volume of customers and using CS technology (Gainsight preferred) and Salesforce.
Strong communication skills, with a focus on "1-to-many" skills and the ability to simplify complex technical concepts.
An analytical mindset with the ability to interpret customer health data to drive proactive engagement.
A strong understanding of how secure networking and cloud solutions drive value for mid-market organizations.
Proven ability to write engaging customer content and lead professional webinars.
Ability and willingness to work outside of standard APAC hours to support global operations.
Education:
Bachelor's degree preferred.
Desired Competencies:
Value-Driven: Obsessed with ensuring customers achieve their desired business outcomes.
Collaborative Leader: Comfortable working alongside senior leadership to influence strategy and process.
Communicator: Strong "1-to-many" communication skills; able to simplify complex technical concepts for a broad audience.
Problem-Solver: Ability to identify trends within a large customer base and formulate effective outreach strategies.
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Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
The application window for this position is expected to close within 50 days. You may apply by filling out the below information, or visiting our Netskope Careers site.
