Senior Customer Success Manager

About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent centralized authorization empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence Delineas leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle across cloud and traditional infrastructure data SaaS applications and AI. It is the only platform that enables you to discover all identities including workforce IT administrator developers and machines assign appropriate access levels detect irregularities and respond to threats in real-time. With deployment in weeks not months 90% fewer resources to manage than the nearest competitor and a 99.995% uptime Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on LinkedIn X and YouTube.

Join our passionate global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership outstanding engineers and strategic investment from TPG. We value diversity innovation and a culture of respect and fairness. If youre ready to push boundaries and challenge the status quo in security we want to hear from you.

Apply today to help us achieve our mission.

Customer Success Manager Position Summary

The Customer Success Manager is responsible for the day to day management of assigned customer accounts. This includes working closely with sales teams professional services technical support sales operations and product management to understand and resolve customer issues. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers business and technical objectives and success criteria and the ability to identify and articulate how Delinea supports achievement of customers strategic goals.

What Youll Do:

Be the client advocate and product specialist for assigned customers

Develop and implement scalable methods for communicating best practices to customers

Identify at-risk accounts and take appropriate action and/or escalate as needed

Deliver remote services to new and existing customers including: software installation and configuration onboarding and training

Work with professional services technical support and regional sales team to ensure smooth onboarding of new customers

Regularly monitor customer health and communicate results with regional sales team support and renewals team

Ensure positive customer experiences by proactively managing and growing customer relationships including identifying key stakeholders

Work closely with renewals teams to drive renewals and with sales teams to drive expansions

Review client requests with technical support product management and regional sales team and escalate as necessary

Schedule and conduct regular reviews with customers and communicate results

Develop prepare and nurture customers for advocacy

Responsible for ongoing customer communication re: introductions announcements (e.g. upcoming features & products); events such as User Conferences webinars etc.

What Youll Bring:

BA/BS preferred or equivalent experience

4 years of experience in a similar role as a Customer Success Manager Helpdesk Manager Support Engineer Professional Services Consultant or Sales Engineer

Knowledgeable in privilege access management and cybersecurity best practices

Experience with other Privilege Access Service solutions such as CyberArk BeyondTrust Thycotic etc. is a big plus

Comfortable interfacing directly with complex multi-divisional multi-geographical clients preferably at the director level

Ability to understand high level technical aspects of the product provide business and technical solutions to help customers optimize use of solution

Competency with Salesforce and Customer Success Management platforms

Ability to multi-task problem solve and work cross-functionally in a dynamic environment

Excellent verbal and written communication skills

Why work at Delinea

• Were passionate problem-solvers helping the worlds largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart self-motivated and collaborative.

• What we offer in return is meaningful work a culture of innovation and great career progression.

At Delinea our core values are STRONG and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen value different perspectives and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

We believe weaving these core values into our day-to-day actions and our process for hiring evaluating and promoting employees helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries a meaningful bonus program and excellent benefits including healthcare insurance as well as pension/retirement matching comprehensive life insurance an employee assistance program time off plans and paid company holidays.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

Upon conditional offer of employment candidates are required to complete comprehensive criminal background check verification of education and verification of employment per employment addition all publicly posted social media sites may be reviewed.

Required Experience:

Manager