Customer Success Manager - High Touch

About the role

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people. How We Work: At Proofpoint you'll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate Responsive to feedback, challenges and opportunities Accountable for results and best in class outcomes Visionary in future focused problem-solving Exceptional in execution and impact Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Senior Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. This is a post sales, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to cybersecurity; extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience. Your day-to- day Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us. Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them Secure approval from your customers' decision makers on the CSP's content and timeline Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction Learn and document your customers' environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets. What you bring to the team 4-year college degree in a business area, technical area or equivalent 5 to 10+ years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas Demonstrate a thorough knowledge of customer success principles and the rationale for the related behaviour Current knowledge of Proofpoint products or similar and proven curiosity to learn configure flagship products in best practice Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results Proven ability to influence colleagues and customers to act in high impact situations Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security Current knowledge of cybersecurity solutions and productivity suites Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team Ability to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriate Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership Evidence of pristine documentation, executive communications, white papers, etc. Strong project and/or program management