Key Responsibilities

Manage customer engagement from onboarding through the entire customer lifecycle
Be a Trusted Advisor to customers
Work with account teams to plan and execute long-term Success Plans with largest customers to facilitate retention and growth via product and new business unit expansion
Maintain a deep understanding of solutions and present to customers about the most relevant features/functionality for their specific business needs
Own or be an active participant in customer touch points including Business Value Justification meetings, Business Reviews, Renewal Meetings, and Executive Business Reviews
Demonstrate how customer engagement directly impacts growth and adoption of solutions

Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast
Responsible for retention and growth of book of business, owning and maximizing renewal value
Negotiate and execute renewal contracts in accordance with customer objectives
Analyze data and leverage tools to identify selling opportunities and business value
Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets

Develop and maintain long-term relationships with stakeholders in account portfolio
Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues
Manage customer feedback and product needs by providing feature requests to internal partner teams
Prioritize effectively to handle multiple deals at the same time
Up to 50% travel for customer visits

Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries
Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and highlight up-sell or cross-sell opportunities
Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts
AI Problem Solving: View AI as a partner in solving tough problems

Qualifications

Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales
2+ years relative industry experience, with experience in cloud security and/or performance industries preferred
Bachelor's degree and/or other professional qualification
Strong understanding of or willing to learn about computer networking and "how the internet works" with network security a plus
Experience with project management, account portfolio planning, Cloud implementation and prioritization
Expertise in SaaS retention and sales process and excellent knowledge of value driven sales
Excellent problem solving skills with the ability to creatively achieve resolutions
French or German language skills are highly preferred

Compensation may be adjusted depending on work location. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan
This role is eligible to participate in equity plan
Complete package of benefits and programs including flexible paid time off covering vacation and sick leave