Sr. 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  

Proofpoint is seeking a dynamic and results-driven Senior Manager of Customer Success Managers to lead our Customer Success team. In this role, you will oversee a team of Customer Success Managers (CSMs) to ensure our customers achieve their desired outcomes while maximizing their value from our products and services. You will play a crucial role in driving customer satisfaction, retention, and growth, and will work closely with cross-functional teams to enhance the overall customer experience.
 

Your day to day

• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of excellence and accountability.  Set clear performance goals and metrics for the CSM team and conduct regular performance reviews.
• Develop and implement customer success strategies to drive adoption, engagement, and retention.
• Establish strong relationships with key customer stakeholders to ensure their needs are met and exceeded.
• Analyze customer health metrics and provide insights to improve customer satisfaction and reduce churn.
• Develop reporting frameworks to track the success of customer initiatives and provide actionable insights to executive leadership.
• Collaborate with Sales, Product, and Support teams to align on customer needs and drive holistic solutions.
• Advocate for customer feedback and insights in product development and improvement initiatives.
• Identify areas for improvement in customer success processes and implement best practices to enhance efficiency and effectiveness.
• Drive the adoption of tools and technologies to streamline customer interactions and reporting.
• Lead customer success initiatives and projects aimed at improving the customer journey and outcomes.
• Develop training and resources for the CSM team to ensure they are equipped to support customer needs effectively.

What you bring to the team

• Bachelor’s degree in Business, CIS or a related field; MBA preferred.
• 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership position.
• Proven track record of managing and developing high-performing teams.
• Strong understanding of customer success metrics and methodologies.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to analyze data and provide insights to drive decision-making.
• Proficiency in customer relationship management (CRM) software and analytics tools.
• Travel: Minimal to light travel (25%+)

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: 128,940.00 – 202,620.00 USD

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

Base Pay Range: 106,750.00 – 167,750.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 96,320.00 – 151,360.00 USD