Customer Success Manager, Google Cloud Security

Customer Success Manager, Google Cloud Security

Google

Google’s mission is to organize the world's information and make it universally accessible and useful.

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 4 years of experience in program management, project management, customer success, or customer-facing account management roles.
• Experience in cyber security or security solutions domain, including Security Operations (SecOps) (i.e., Security Information Event Management (SIEM) and Security Orchestration, Automation, and Response (SOAR)).
• Experience working with cross-functional teams, executive clients, and key stakeholders within matrixed environments.

Preferred Qualifications:

• Experience operationalizing cyber threat intelligence and security operations.
• Experience leading large enterprise organizations through a transformation of building and operating cybersecurity solutions.
• Experience helping customers make investments in new technologies and projects based on expected value and ROI.
• Knowledge of Google Cloud security products.
• Knowledge of industry best practices and applying them to client situations, with excellent organization and communication skills.
• Fluency in Mandarin or Japanese to support client relationship management in these regions.

About the Job

Our mission is focused on helping customers become proficient with our products, achieving first value in as little time as possible. We concentrate on customer retention and pro-actively assure continued business, including expansion into a broader Google Cloud Security product and services experience. We advocate for our customers, ensuring they receive expected value from Google Cloud Security.

The Google Cloud Security (GCS) Customer Success team helps customers transform their organizations using GCS products and services and maximize their investments.

As a Customer Success Manager (CSM), you will leverage the expertise, innovation, and capabilities delivered through GCS products and services to drive maximum business value aligned with customer goals. You will lead and manage value attainment for strategic customers through complex engagement management, focusing on program design, management, and ongoing monitoring of delivery outcomes. 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.

Responsibilities

• Serve as the customer’s trusted advisor, providing subject matter expertise to drive product adoption aligned with customer’s strategic and operational objectives.
• Act as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity and managing critical issues when necessary.
• Develop outcomes-focused project plans and lead all phases of the post-sales customer journey from onboarding to renewal, maintaining and updating 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, partnering with customers and vendors to develop success plans to achieve their business objectives.