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Customer Success Manager

Company Description

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description

The Customer Success Manager (CSM) is a critical role in CyberArk to protect our most precious asset: our customers. The CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize the recurring value from all CyberArk products, Perpetual or Subscription, premise or cloud. You will work closely with Directors/Managers of Security, Security Engineers, Security Architects and Dev-Ops teams to implement best in class Access and Identity products from CyberArk. The end results are increased customer satisfaction, value, retention and expansion of the CyberArk security footprint.

What you will do:

  • Own the ultimate responsibility for the customer’s onboarding, adoption, and advocacy across a portfolio of customers.
  • Work with the customer to build success plans, establish critical goals, to aid the customer in achieving their objectives.
  • Design and execute on a value roadmap for your customers
  • Establish regular cadence (Monthly, Quarterly) with each assigned client, review executive dashboards, and program status.
  • Cement yourself as a trusted advisor/strategic advisor with customers and drive continued value of our products and services.
  • Partner with CyberArk Account Team (Account Manager, SA, Training, and Enablement) to find opportunities for new usage of CyberArk across organizational functions.
  • Act as the voice of the customer internally to advocate customer’s needs.
  • Engage proactively with the customer at every step of the journey of the customer with CyberArk products.
  • Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with CyberArk teams to proactively remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.
  • Identify areas for improvement in the customer experience, both in our product and processes.

#LI-CT1

Qualifications

  • 5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles
  • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
  • Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
  • Experience with enterprise security products and/or offerings
  • Strong knowledge of cloud architecture as well as on-premise IT landscape
  • Solid understanding of IT security strategies
  • Practical experience of enterprise Directory services (Active Directory, LDAP, Azure etc.), including support and security operations
  • Fundamental technological knowledge of networking environments
  • Experience installing and supporting enterprise software on Windows and UNIX platforms
  • Excellent in business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
  • Up to 25% travel

Additional Information

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $90,000 – $125,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits. 
 

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Average salary estimate

$107500 / YEARLY (est.)
min
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$90000K
$125000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, CyberArk

Joining CyberArk as a Customer Success Manager is your chance to champion our customers’ journeys toward successful identity security. Situated in sunny Santa Clara, California, this role places you at the forefront of a pivotal mission: ensuring that our mid-to-large enterprise customers make the most out of CyberArk’s offerings. You will collaborate closely with various teams, including security engineers and Dev-Ops experts, to deliver top-notch access and identity solutions tailored for their unique needs. Your ultimate goal? To create happy and satisfied customers who not only see the value in our products but also become advocates for our brand. You’ll own the entire onboarding process, working hand-in-hand with clients to outline success plans and achieve their objectives. Monthly and quarterly check-ins will become a routine as you analyze executive dashboards and program statuses to ensure ongoing success. Your ability to establish trust as a strategic advisor will be crucial in enhancing the customer experience and identifying new opportunities for growing their CyberArk usage. You’ll also play an essential role in championing customer needs internally and ensuring that we’re continuously improving our products and services. With your strong foundation in customer success or similar roles, combined with your knowledge of enterprise security products, you’ll navigate the complexities of IT landscapes with ease. Take the next step in your career and help our customers realize the full potential of CyberArk's innovative solutions.

Frequently Asked Questions (FAQs) for Customer Success Manager Role at CyberArk
What are the key responsibilities of a Customer Success Manager at CyberArk?

A Customer Success Manager at CyberArk is responsible for owning the onboarding and continuous engagement of enterprise customers. This includes developing success plans, conducting regular meetings to review progress, and ensuring that customers achieve their desired outcomes with CyberArk's products. The CSM acts as a trusted advisor, focusing on delivering value and expanding CyberArk's footprint within the customer's organization.

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What qualifications are needed to become a Customer Success Manager at CyberArk?

To become a Customer Success Manager at CyberArk, candidates typically require over 5 years of relevant experience in customer success, consulting, or related fields. A background in cybersecurity or enterprise software, coupled with strong project management skills and excellent communication abilities, is crucial. Familiarity with cloud architecture, enterprise security products, and IT security strategies can also enhance your candidacy.

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How does the Customer Success Manager role impact customer satisfaction at CyberArk?

The Customer Success Manager plays a vital role in enhancing customer satisfaction at CyberArk by actively engaging with customers throughout their journey. By effectively onboarding clients, creating tailored success plans, and consistently measuring customer health metrics, the CSM ensures that clients feel supported and valued. This proactive approach helps foster long-term relationships and encourages customer advocacy.

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What is the expected travel for the Customer Success Manager position at CyberArk?

As a Customer Success Manager at CyberArk, you can expect travel to be up to 25%. This travel may involve visiting customers for on-site meetings, training sessions, or events. Flexibility in travel is essential to meet customer needs and build strong relationships.

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How does CyberArk support the growth and development of its Customer Success Managers?

CyberArk is committed to supporting the growth and development of its Customer Success Managers through comprehensive training programs, mentorship opportunities, and access to industry resources. The company promotes continuous learning to help CSMs stay updated with the latest trends and technologies in cybersecurity, which in turn enhances their ability to serve customers effectively.

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Common Interview Questions for Customer Success Manager
What strategies would you use to onboard a new customer at CyberArk?

When onboarding a new customer at CyberArk, I would begin by establishing clear communication to understand their specific needs and objectives. Implementing a detailed success plan tailored for them would be my next step, followed by scheduling regular check-ins to monitor progress and ensure they receive the necessary support and resources to achieve their goals.

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Can you explain a time you turned around a struggling customer relationship?

In a previous role, I noticed a customer was experiencing difficulties with software implementation. I reached out to better understand their challenges and arranged a series of training sessions to address their concerns. Over time, their satisfaction improved, and they became more engaged with our product, which led to an increase in usage and ultimately a long-term partnership.

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How do you measure customer health and success?

I measure customer health and success by monitoring key metrics such as product usage, customer feedback, and engagement levels. Regular check-ins help gather insights on how customers perceive our products. I also utilize tools like Gainsight to track these metrics effectively and address any emerging issues proactively.

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What would you do if a customer is not using our product as expected?

If a customer is not utilizing our product as expected, my approach would be to reach out to them promptly to discuss their experience. I would investigate the barriers they're facing and offer tailored solutions, including additional training or support. By understanding their challenges, I can help them unlock the product's value.

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How do you ensure effective communication with clients at different technical levels?

To communicate effectively with clients at varying technical levels, I adapt my messaging based on my audience's understanding. For technical teams, I delve into product features and technical benefits, while for non-technical stakeholders, I focus on the business value and outcomes. This ensures everyone is aligned and understands how CyberArk's solutions benefit them.

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What methods do you employ to build relationships with key stakeholders?

Building relationships with key stakeholders involves regular communication and engagement. I take the time to understand their goals, challenges, and preferences. Frequent meetings and updates can foster trust, ensuring stakeholders feel heard and valued. I also strive to be proactive in addressing any concerns they may have.

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How can you demonstrate the value of CyberArk's products to clients?

To demonstrate value, I would use case studies, customer success stories, and data-backed analytics that highlight the positive outcomes enjoyed by existing customers. I would also initiate conversations around their objectives and share how our products directly contribute to achieving those goals.

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Describe your experience with identity and access management solutions.

My experience with identity and access management solutions includes working directly with clients to implement and optimize these tools. I’ve facilitated trainings and provided technical support, helping clients navigate their security landscapes effectively. I understand the significance of strong authentication processes and managing access rights, which are critical components of IAM.

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What role does feedback play in your customer success approach?

Feedback is essential in my customer success approach, as it provides insight into how clients perceive our products. I actively solicit feedback during quarterly reviews and use it to inform product improvements, adjust onboarding processes, and fine-tune customer engagement strategies. This continuous loop strengthens the partnership and ensures customer needs are met.

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How do you handle a situation where a customer is unhappy with the product?

When a customer expresses dissatisfaction, my first step is to listen carefully to their concerns without interrupting. I validate their feelings and assure them that their feedback is crucial. Next, I work on identifying solutions or alternative options, whether it's additional training or addressing specific issues with the product. Follow-up is key; I ensure they feel supported long after the conversation ends.

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Our Mission What unites the CyberArk Team is the drive to help organizations transform their business through improved security and reduced risk. As a trusted partner for thousands of companies around the globe, CyberArk consistently sets the bar ...

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DATE POSTED
April 18, 2025

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