Customer Success Manager
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Job Location:
Monthly Salary:
Posted on:
20 days ago
Vacancies:
1 Vacancy
Job Summary
Who is Forcepoint
Forcepoint simplifies security for global businesses and governments. Forcepoints all-in-one truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20 years in business. 2.7k employees. 150 countries. 11k customers. 300 patents. If our mission excites you youre in the right place; we want you to bring your own energy to help us create a safer world. All were missing is you!
Role Overview
The Technical Customer Success TerritoryLead is a senior customer-facing role at the heart of Forcepoints new dual-track Buddy Model in India. You will be the technical counterpart to a regional Renewal Manageroperatingas a unifiedbuddypair with a shared dollar-retention quota.
Your mandate is to own the technical relationship with enterprise customers in your assigned region from CISOs and CIOs to their L1/L2/L3 admins project teams designated representatives and tech administrators. You will diagnose product issues in real-time classify root causes (product bug vs. configuration error vs. environment conflict) unblock stuck implementations and build the kind of technical credibility that transforms a vendor relationship into a strategic partnership.
Key Responsibilities
Technical Customer Engagement
Own the technical relationship with all enterprise customers in your region serve as the primary technical point of contact for CISOs IT heads security architects and admin teams.
Conduct deep-dive technical health checkson DLP and DSPM deployments proactivelyidentifyingrisks before they escalate into renewal-blocking issues.
Provide real-time issue diagnosis and resolutionduring customer calls.Classify every issue as a product bug configuration error or environment conflict.
Drive implementation completion within 90 days. Own the unblocking of stalled rollouts by coordinating with engineering support and professional services.
Challenge customer configurations and troubleshoot at the endpoint network and cloud layer including registry conflicts ICMP/SMB packet resolution AV interference and third-party application incompatibilities.
Product Expertise & Escalation Management
Develop andmaintaindeep working knowledge of the Forcepoint DLP and DSPM product suites including known issues workarounds architectural limitations and the product roadmap.
Independently reproduce andvalidatecustomer-reported issuesbefore routing to engineering. Provide engineering teams with precise diagnostic artifacts logs traces environmental snapshots that accelerate resolution.
Serve as the technical shield for the broader organization: prevent Sales Engineers from being pulled into post-sale firefighting insulate theleadershipfrom tactical escalations and reduce dependency on Professional Services for break-fix work.
Retention & Growth (Shared Quota)
Co-own the regional dollar-retention quotawith your Renewal Managerbuddy. Both of you are accountable for the same target your technical outcomes directly drive commercial results.
Identifyupsell and cross-sell opportunities arising fromobservedtechnical gaps changing customer security posture or emerging data protection requirements.
Support the Renewal Manager with technical evidence during renewal negotiations.
Contribute to Executive Business Reviews (EBRs) with deployment health data value-realization metrics and technical roadmap alignment.
Strategic Intelligence & Customer Advocacy
Distinguish between genuine technical dissatisfaction andleverage-building NPS
Monitor competitor activity (Zscaler Netskope Palo Alto NetworksTrellix Broadcom/Symantec) within customer environments and provide early warning intelligence to the CS leader and sales teams.
Champion customer product feedback internally aggregate technical pain points across the region and present structured product improvement recommendations to engineering and product management.
Required Qualifications
Education
Bachelors orMasters degree in Computer Science Information Technology Cybersecurity or a related technical discipline.
Experience
712 years of experiencein a technical customer-facing role within the enterprise cybersecurity or data security domain.
Proventrack recordin at least one of the following: Technical Account Manager (TAM) Technical Customer Success Manager Solutions Architect (post-sales) Senior Support Engineer or Customer Success Engineer at a cybersecurity vendor.
Hands-on experience with Data Loss Prevention (DLP) solutions Forcepoint DLP strongly preferred; alternativelyTrellix(McAfee) DLP Broadcom (Symantec) DLP Digital Guardian or Microsoft Purview DLP.
Experience with Data Security Posture Management (DSPM) Cloud Access Security Broker (CASB) or Secure Service Edge (SSE) solutions is highly desirable.
Direct experience managing enterprise customer relationships in India particularly with CISOs and CIOs at large banks conglomerates IT services firms and government entities.
Technical Skills (Must-Have)
Endpoint Security:Deep understanding of DLP endpoint agent architecture deployment and troubleshooting across Windows and macOS environments. Familiarity with Full Disk Access (FDA) MDM tools (JAMF Intune) and endpoint resource management.
Network & Cloud Security:Working knowledge of network-layer data inspection proxy architectures ICMP/SMB packet analysis SaaS-to-on-premisemigration patterns and cloud API integrations (Microsoft Graph Azure AD AWS IAM).
Data Classification & Discovery:Hands-on experience with data classifiers policy engines regex-based and ML-based detection and large-scale data scanning across structured and unstructured repositories.
Troubleshooting:Ability to execute remote diagnostic procedures including log analysis process monitoring registry inspectionpsexec-based operations and packet captures. Comfortable working within customer production environments under pressure.
Browser & Application Layer:Understanding of browser extension architectures web service processbehavior and enterprise application integration with DLP policies (SharePoint Jira Outlook Exchange).
Operating Systems:Strong competency across Windows Server Windows 10/11 macOS (Sonoma and later) and Linux environments.
Technical Skills (Nice-to-Have)
Experience with SIEM/SOAR platforms (Splunk SentinelQRadar) and their integration with DLP event feeds.
Knowledge of Zero Trust architecture principles and how DLP/DSPM fits within a broader Zero Trust framework.
Familiarity with scripting/automation (Python PowerShell) for customer environment diagnostics and reporting.
Experience with Forcepoint ONE (SSE platform)FlexEdgeSD-WAN or Forcepoint NGFW is a strong differentiator.
Dont meet every single qualification Studies show people are hesitant to apply if they dont meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace so if there is something slightly different about your previous experience but it otherwise aligns and youre excited about this role we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race color creed religion sex sexual orientation gender identity marital status citizenship status age national origin ancestry disability veteran status or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by sending an email to .
Applicants must have the right to work in the location to which you have applied.
Required Experience:
Manager
About Company
Protect sensitive data everywhere work happens. Forcepoint unifies DSPM, DLP and DDR to prevent breaches, reduce AI risk and stop data loss.
