Customer Success Manager

Description

About the Role

We are seeking a passionate and experienced Customer Success Manager (CSM) to join our Digital Scaled Success Team in Hyderabad, India. As part of a global initiative to manage customers with an ARR ≤ $100K and a combined portfolio of $10M, you will play a vital role in driving customer onboarding, enablement, product adoption, and retention. Working collaboratively with Success Architects, you will ensure our customers achieve exceptional outcomes through a scalable and innovative customer engagement approach.

Key Responsibilities

Onboarding & Enablement

• Guide new customers through the onboarding process using standardized playbooks and automation tools.
• Conduct group webinars and training sessions to enable customers to maximize product value.

Customer Engagement:

• Serve as the primary point of contact for assigned accounts, ensuring proactive communication and engagement.
• Regularly update customers on new features, enhancements, and best practices to drive value realization.
• Customer Escalation Management – Ability to manage customer complaints or escalations efficiently while maintaining positive customer relationship.

Product Adoption & Risk Management:

• Monitor customer usage and health metrics to identify adoption trends and proactively address risks.
• Provide strategic recommendations and customized guidance to ensure customers achieve their desired outcomes.

Retention & Growth:

• Drive customer renewals by building trust and delivering value consistently.
• Identify upsell and cross-sell opportunities to drive additional growth.

Collaboration & Advocacy:

• Work closely with Success Architects to address technical challenges and ensure seamless support.
• Provide feedback to internal teams (Product, Sales, and Engineering) to shape the roadmap and improve customer experience.

About the Team

Requirements

Experience:

• Minimum 8 years in a customer-facing role, preferably in Customer Success, Account Management, or Technical Support.
• Previous experience supporting enterprise or strategic accounts in software or cloud security is highly desirable.
• Skills & Knowledge:
• Familiarity with DevOps, cloud security, and Linux systems is a plus.
• Proficiency in customer success tools (e.g., Planhat, Gainsight, Totango) and CRM platforms.
• Strong problem-solving and analytical skills to identify and address customer challenges.
• Data Driven Decision making : expertise in utilizing data to measure customer health and satisfaction. 
• Communication & Teamwork:
• Excellent verbal and written communication skills with a customer-first approach.
• Ability to work in a dynamic, team-oriented environment while tackling complex challenges.
• Global Support & Flexibility:
• Flexibility to work across time zones to support global customers, in America, EMEA and APJ.
• Ability to manage multiple accounts and prioritize tasks effectively.

If you are passionate about helping customers succeed, driving value through scalable solutions, and thriving in a global environment, we’d love to hear from you!

About Aqua:

Aqua Security is the pioneer in cloud native security. Founded in 2015, Aqua Security is a global late-stage scale-up and the largest pure play cloud native vendor. Aqua helps enterprises see and stop threats across every phase of the software development lifecycle, from dev to cloud and back.

Why we’re unique:

• Total of $265M in VC funding, with a valuation of $1B+ and TAM of $25-30B
• More than 500 enterprise customers around the globe, across 40 countries including 40% of the Fortune 100
• Strategic partnerships with the major cloud native platform providers and public cloud providers (AWS, Microsoft, Google, IBM)
• The most loved cloud native open-source tools with the world’s largest open-source community tool for vulnerability scanning, Trivy
• The world’s leading dedicated cloud native threat research team, Aqua Nautilus.

If you’re ready for an exciting opportunity to dive into the hottest cybersecurity category, now is the perfect time to join Aqua! While we are a global organization of 500+ employees, every Aquarian can still make a difference and make a big impact. Aqua also offers great company culture, amazing colleagues, international travel, and lots more!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.