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 atNetskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

About the position:

We are seeking a dynamic data-driven Manager of Scaled Customer Success to lead our global efforts in scaling engagement for our mid-market customer base. The ideal candidate will bridge the gap between human-led engagement and digital automation. They will continue our progress in two critical areas: 1) developing a world-class Digital Touch program that leverages automation AI tools and self-service enablement to deliver value at scale and 2) leading a Scaled Customer Success motion where high-impact human engagement is applied strategically to our mid-market segment.

This individual will drive customer adoption retention and overall satisfaction through best practice deployment and proactive risk management. The focus will be on addressing key challenges such as platform complexity and inconsistent deployments with a goal to increase value realization and reduce churn.

Responsibilities:

Team Leadership & Development

• Lead the recruitment onboarding and professional development of a growing team of Customer Success Managers.

• Provide guidance and support in executing scaled engagement initiatives ensuring the team is equipped with the skills needed to succeed.

• Foster a culture of continuous improvement and accountability acting as a player-coach to ensure team consistency and success.

Process Improvement & Scalability

• Create standardized playbooks for high-volume scenarios (e.g. automated onboarding at-risk alerts and renewal triggers) to ensure team consistency.

• Lead the evaluation selection and implementation of new AI tools and automation to enhance delivery and scale efforts.

• Leverage data and telemetry insights to create targeted automated communication campaigns and build reporting systems to track engagement and success metrics.

Customer Engagement Strategy

• Oversee the execution of an engagement model targeting mid-market customers effectively balancing Digital Touch (1:many) and Scaled (human-led) strategies.

• Implement a standardized configuration policies and reports framework to streamline customer deployments and ensure best-practice usage of the platform.

Cross-Functional Collaboration

• Partner with Product SMEs and Operations to define deployment methodologies and refine the strategy for leveraging data and tools to accelerate outcomes.

• Work closely with Sales to identify and mitigate risk and with Partner Success to ensure partner-managed accounts follow adoption best practices.

• Collaborate with Product and Engineering to identify areas for improvement in self-service resources and customer engagement tools.

Customer Health & Risk Management

• Establish a proactive risk management program including health scoring and at-risk account identification to reduce churn.

• Develop and maintain health scoring frameworks in Gainsight to track engagement adoption and platform utilization.

Requirements:

• 8 years in customer success customer engagement or a related field with at least 2 years of experience managing a customer success team.
• Proven track record of hiring and growing a team in a fast-paced SaaS environment.
• Experience in managing complex customer deployment challenges and working with CS technology (Gainsight preferred).
• Ability to balance the Digital Touch automation roadmap with Scaled human engagement strategies.
• Strong understanding of health scoring systems and the ability to use data to inform decision-making.
• Familiarity or expertise in cybersecurity particularly inSASE (Secure Access Service Edge)andSSE (Security Service Edge)frameworks.
• Understanding of how these concepts drive value for customers including common use case and industry trends.

Education: