Customer Success Manager (Resident Engineer)

Employment Type: Full time

Position Overview

Zimperium® is an industry leader in enterprise mobile security, providing a complete mobile threat defense system. We offer real-time, on-device protection against advanced mobile cyberattacks and malware for iOS, Android, and Windows devices. Our award-winning machine learning-based engine protects against device, network, phishing, and application attacks, all while preserving user privacy.

As part of our rapid growth, we are seeking a Customer Success Manager (Resident Engineer) to manage post-sale customer relationships. This role involves building strong customer relationships, managing renewals, identifying expansion opportunities, driving solution adoption and business value, managing escalations, and ensuring customer delight. The ideal candidate will focus on a key enterprise client, working primarily onsite at the client's location, and will possess a blend of strong customer management experience and a robust technical background.

Responsibilities

• Account Management: Proactively manage client relationships to ensure renewals, referenceability, and facilitate expansion opportunities with sales teams.
• Drive Product Adoption & Demonstrate Business Value: Drive the adoption of Zimperium’s solution within the customer’s user base and assist the customer in realizing business value.
• Product & Domain Expertise: Demonstrate strong domain and functional understanding of the solution and act as a trusted advisor to the customer. This includes a basic technical skillset to understand architecture and the ability to extract and interpret underlying business data.
• Customer Satisfaction & Risk Management: Maintain a high level of customer satisfaction and serve as the primary interface for managing risks and escalations.
• Customer Advocacy: Gather customer feedback about products and use-cases, and effectively channel this information to drive product capabilities.
• Customer Onboarding: Assist the customer with deployment planning, best practices for deployment, and proactive risk management to facilitate a smooth and agile rollout of the solution.

Additional Responsibilities

• Collaborate effectively with internal teams: Work closely with Engineering and Product teams in different time zones to address customer issues.
• Roll up your sleeves: Gain in-depth knowledge of the product and its deployment to ensure high-quality conversations with the customer.

Qualifications

• B.S. in Computer Science or an equivalent engineering degree.
• 10+ years of experience working with Enterprise software solutions; startup experience is desirable.
• 5+ years of Linux Scripting Experience.
• Database/SQL skills are a must.
• Experience in programming languages like Python and Java.
• 3-5 years of Helm deployments with good expertise in the technology.
• Experience with AWS tooling.
• 5+ years of experience in customer success roles, preferably with security companies, managing a portfolio of large enterprise customers.
• Self-motivated, strong problem-solving skills with good business acumen.
• Domain expertise in Mobility & Security is highly desirable.
• Ability to travel.

Company Information

Zimperium, Inc. is a global leader in mobile device and app security, offering real-time, on-device protection against both known and unknown threats on Android, iOS, and Chromebook endpoints. Founded on the principle that existing mobile security solutions were insufficient, Zimperium reimagined mobile protection by developing its award-winning, patented z9 machine learning-based engine.