Customer Success Manager, Google Cloud Security
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In-office locations: Chicago, IL, USA.
Remote location(s): Illinois, USA.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 3 years of customer success experience in SaaS organizations or consulting/account management experience in relevant domain.
- 3 years of experience managing projects, setting goals, guiding team members, and communicating with stakeholders.
- Experience in security solutions domain, such as Security Operations (SecOps) (i.e., Security Information Event Management (SIEM) and Security Orchestration, Automation, and Response (SOAR)).
Preferred qualifications:
- Experience working with operationalizing cyber threat intelligence and security operations.
- Experience helping customers make investments in new technologies and projects based on expected value and Return on Investment.
- Experience leading large enterprise organizations through a people, process, and technology transformation of building and operating cybersecurity solutions.
- Experience in CRM database such as Gainsight, Salesforce or similar.
- Knowledge of Google Cloud security products, and industry best practices and ability to apply to client situations.
- Excellent organization and communication skills.
About the job
The Google Cloud Security (GCS) Customer Success team helps customers transform their organizations using GCS products and services and ensure that customers are able to maximize their investments.
As a Customer Success Manager (CSM), you will complement the industry leading expertise, innovation and capabilities delivered through GCS products and services to drive maximum business value aligned with customer business goals and objectives.
You will lead and manage value attainment for strategic customers through complex engagement management, focusing on the program design, management, and ongoing monitoring of delivery outcomes for our most strategic customers.
You will work closely with a portfolio of customers to drive adoption and engagement while identifying opportunities to further realize value within the Security domain and the wider Google Cloud portfolio of solutions.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
The US base salary range for this full-time position is $105,000-$154,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Serve as the customer’s trusted advisor, providing subject matter expertise to drive product adoption aligned with customer’s strategic and operational objectives.
- Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and serve as the lead in a critical issue management role when necessary.
- Develop outcomes-focused project plans and lead all phases of the post-sales customer journey from onboarding, adoption, to renewal, and maintain and update existing customer success metrics and databases.
- Orchestrate relationships across internal cross-functional business partners (e.g., Sales, Engineering, and Renewals) to deliver customer outcomes, mitigate risk, and position cross-promotion opportunities for expansion.
- Build and present strategic, operational, and executive business reviews to executives, and also partner with customers and vendors to develop success plans to achieve their business objectives.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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