Customer Success Manager- Commercial (Americas)

As a Customer Success Manager at AppViewX, you will be responsible for driving customer onboarding, ensuring product adoption, and identifying new business opportunities. You’ll work closely with customers to understand their goals and challenges, guiding them to effectively utilize AppViewX's AVX ONE platform. Key responsibilities include establishing success criteria, conducting quarterly business reviews, and facilitating product demonstrations, all aimed at maximizing the customer’s value from our services.

To qualify for the Customer Success Manager position at AppViewX, candidates should possess at least 6 years of experience in customer-facing roles, with a strong background in solutioning, post-sale support, or project management. A solid understanding of network security, PKI, and automation concepts is beneficial, along with exceptional communication skills and the ability to influence stakeholders. Experience engaging with Fortune 500 companies is a plus.

AppViewX is committed to employee growth and offers robust learning and development programs. As a Customer Success Manager, you will be empowered with the tools and resources to continuously enhance your skills and knowledge. This includes access to specialized training sessions, mentorship from experienced leaders, and opportunities for professional advancement, all aimed at keeping you at the forefront of the changing landscape in digital security.

The work culture at AppViewX is vibrant and inclusive, with a strong emphasis on flexibility and accountability. Customer Success Managers are encouraged to work remotely, set their own hours, and achieve a harmonious work-life balance. With a dedicated team that values collaboration and innovation, you’ll find an engaging environment where your contributions are recognized and rewarded, making AppViewX a truly great place to work.

Yes, Customer Success Managers at AppViewX may have opportunities to travel to the USA and Europe as needed for business purposes. This travel can facilitate the growth of your customer network and enhance relationships with clients, providing you with valuable experiences and insights into various international markets.

In onboarding customers, I prioritize establishing clear communication and setting realistic expectations from the outset. My approach involves collaborating with sales to ensure a smooth transition, identifying the key goals and success metrics for the customer, and working closely with the onboarding team to ensure timely execution. This creates a foundation of trust and sets the stage for successful long-term engagement.

To ensure customer adoption of AppViewX products, I would focus on regular engagement through check-in calls and tailored training sessions designed around their specific needs. Additionally, I would curate valuable content like guides and best practices to demonstrate the product's features and benefits. Gathering feedback and addressing pain points in real-time is also key to continuing to drive adoption effectively.

Certainly! In a prior role, I encountered a customer who was unhappy due to delayed onboarding. I took the initiative to set up an emergency meeting, actively listened to their concerns, and coordinated with internal teams to prioritize their account. By providing regular updates and personalized support, I established a rapport and successfully transformed their experience, ultimately resulting in a referral to another customer.

When handling escalations, my first step is to listen attentively to the customer’s concerns and validate their feelings. I would then leverage my understanding of our internal processes to create a roadmap for resolution, keeping the customer informed throughout the steps. This proactive communication not only addresses the problem but also reassures the client that their satisfaction is a top priority.

To measure customer success, I focus on key performance indicators such as product adoption rates, customer satisfaction scores, and churn rates. Additionally, I track engagement metrics from regular touchpoints and business reviews. This data helps identify trends and areas needing improvement, allowing me to adjust my strategy to ensure that each customer receives maximum value from their relationship with AppViewX.

Cultivating long-term relationships with customers involves consistent engagement through regular check-ins, adapting to their evolving needs, and delivering tailored solutions. Building trust through transparency and regular updates is essential. Additionally, I find that celebrating their successes and milestones strengthens our partnership, as it showcases our commitment to their goals.

My experience working with Fortune 500 companies has taught me the importance of understanding complex organizational structures and decision-making processes. I approach these relationships with a consultative mindset, ensuring that I tailor my communication based on their strategic goals and objectives while positioning AppViewX as a crucial partner in their digital transformation journeys.

Prioritizing tasks as a Customer Success Manager involves assessing urgency against the potential impact on customer relationships and company objectives. I employ a systematic approach by categorizing tasks into critical, high, and low priority and aligning my daily activities with customer needs. This method not only helps me meet immediate obligations but also ensures that longer-term strategic projects receive the attention they deserve.

To conduct a successful Quarterly Business Review, I would begin by gathering data on the customer's engagement and outcomes over the past quarter. I would then compile this information into a digestible presentation format, emphasizing successes and areas for improvement. During the review, I would facilitate an open discussion that invites feedback and sets the stage for our future objectives, ensuring alignment with their broader business goals.

AppViewX’s focus on automated certificate lifecycle management and PKI-as-a-Service clearly distinguishes it in the market. Our commitment to continuous innovation, combined with a customer-centric approach and a diverse portfolio catering to global industry leaders, enables us to deliver unmatched value. During interviews, I would highlight how these qualities align with the customer’s needs and how they can leverage our expertise to achieve their goals.