Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.
We are seeking a dynamic, data-driven Manager of Scaled Customer Success to lead our global efforts in scaling engagement for our mid-market customer base. The ideal candidate will bridge the gap between human-led engagement and digital automation. They will continue our progress in two critical areas: 1) developing a world-class Digital Touch program that leverages automation, AI tools, and self-service enablement to deliver value at scale, and 2) leading a Scaled Customer Success motion where high-impact human engagement is applied strategically to our mid-market segment.
This individual will drive customer adoption, retention, and overall satisfaction through best practice deployment and proactive risk management. The focus will be on addressing key challenges such as platform complexity and inconsistent deployments, with a goal to increase value realization and reduce churn.
Team Leadership & Development
Lead the recruitment, onboarding, and professional development of a growing team of Customer Success Managers.
Provide guidance and support in executing scaled engagement initiatives, ensuring the team is equipped with the skills needed to succeed.
Foster a culture of continuous improvement and accountability, acting as a player-coach to ensure team consistency and success.
Process Improvement & Scalability
Create standardized playbooks for high-volume scenarios (e.g., automated onboarding, at-risk alerts, and renewal triggers) to ensure team consistency.
Lead the evaluation, selection, and implementation of new AI tools and automation to enhance delivery and scale efforts.
Leverage data and telemetry insights to create targeted, automated communication campaigns and build reporting systems to track engagement and success metrics.
Customer Engagement Strategy
Oversee the execution of an engagement model targeting mid-market customers, effectively balancing Digital Touch (1:many) and Scaled (human-led) strategies.
Implement a standardized configuration, policies, and reports framework to streamline customer deployments and ensure best-practice usage of the platform.
Cross-Functional Collaboration
Partner with Product SMEs and Operations to define deployment methodologies and refine the strategy for leveraging data and tools to accelerate outcomes.
Work closely with Sales to identify and mitigate risk, and with Partner Success to ensure partner-managed accounts follow adoption best practices.
Collaborate with Product and Engineering to identify areas for improvement in self-service resources and customer engagement tools.
Customer Health & Risk Management
Establish a proactive risk management program, including health scoring and at-risk account identification, to reduce churn.
Develop and maintain health scoring frameworks in Gainsight to track engagement, adoption, and platform utilization.
Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
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