Manager, Customer Success

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role  

The Manager, Customer Success Management will be responsible for managing a team of Customer Success Managers (CSMs) specializing in the Information Protection (DLP) product area. The CSM organization’s mission is to help customers adopt and realize value from their products and solutions ensuring a world class customer experience. As the leader for the CSM team you will set the direction for and drive your team in identifying customers who need assistance with enabling and adopting Proofpoint, establishing and maintaining internal relationships to help the team achieve our goals, leading at risk customer programs, and ensuring Proofpoint continues to deliver value to customers.

Your day-to-day

• Lead the CSM team as they field requests to assist customers in need, proactively engaging customers we determine need help based on our telemetry, ensuring our top accounts are monitored closely, and facilitating executive engagement when necessary.
• Work with other CSM Leadership to identify, conceptualize, pilot, operationalize, and deploy new processes, tools, communications, training and methodologies to ensure the CSM org’s success across groups and functions throughout the company.
• Serve with other managers to facilitate relationships with other internal teams in order to achieve Proofpoint and your team's goals and objectives.
• Work closely with Premium Support, Professional Services, Sales, Renewals and Support leadership to ensure customers are getting value from Proofpoint and renew / prevent customer churn.
• Effectively manage and participate in customer escalations to successful resolution.
• Oversee resource planning, reporting, alignment, incentives and communications for the CSM team.
• Train, mentor, and develop team members as appropriate and assist them in achieving their growth objectives.

What you bring to the team

• You naturally excel at building relationships with customers by understanding our products and gaining a thorough projection of what our customers want to do while they implement our product(s).
• You partner well with Sales, Support, Product and Engineering, successfully creating a flawless and delightful experience for our new customers.
• As a strong communicator, both with internal and external customers as well as to all levels of management in the organization, you will deliver informative, well-organized presentations, being skilled at communicating difficult and sensitive information tactfully and with an ability to communicate technical information to non-technical audiences.
• You will leverage your people management experience in a software (preferably SaaS) organization OR your previous experience as a team leader in building and leading a team of CSM professionals.
• Your previous customer success experience in a SaaS organization, along with having a broad knowledge and experience in the cyber security space, a general knowledge of cloud architecture and on premise solutions, will lend itself well as you lead

Why Proofpoint 

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:

Base Pay Range: 116,690.00 - 183,370.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

Base Pay Range: 96,880.00 - 152,240.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 87,220.00 - 137,060.00 USD