About Netskope
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.
About the position:
At Netskope, the Customer Success organization is dedicated to ensuring customers achieve measurable business value, improved security outcomes, and long-term success with the Netskope cloud security platform.
We are seeking a proactive, technically strong, and customer-focused Technical Customer Success Manager (TCSM) to own post-sales success for enterprise customers. This role blends deep technical expertise with strategic customer success leadership—driving adoption, utilization, risk reduction, and expansion by aligning business objectives to technical outcomes and business value realization.
Responsibilities:
Business Alignment & Success Planning
- Lead structured post-sales handoffs from Sale, capturing business objectives, security priorities, success metrics, risks, and key stakeholders.
- Translate business objectives into clear technical outcomes and use cases.
- Define measurable success criteria tied to business value realization.
- Act as the single-threaded owner for customer success, driving alignment across customer and internal teams.
Deployment Conditioning & Validation
- Validate that customer deployments are aligned with best practices using automation and platform telemetry.
- Assess configuration, coverage, and efficacy through automated health checks and telemetry-driven insights.
Onboarding
- Drive a structured onboarding program that accelerates time-to-value and early adoption.
- Ensure core platform capabilities are deployed, validated, and operational.
- Enable customer teams with the knowledge and confidence to operate the platform effectively.
Ongoing Customer Engagement & Cadence
- Lead regular cadence calls focused on progress tracking, risks, and proactive next-step recommendations..
- Monitor utilization, adoption, and engagement, proactively identifying and mitigating adoption risk.
- Analyze support cases, telemetry, and usage trends to surface systemic issues and optimization opportunities.
- Maintain visibility into overall customer health and escalate risks early to prevent churn.
- Partner closely with Support, Product, and GTM teams to advocate for customer needs.
Executive Reviews & Expansion (QBRs)
- Plan and deliver Quarterly Business Reviews (QBRs) in alignment with GTM teams to:
- Articulate realized business value and security outcomes
- Review adoption, maturity progression, and customer health trends
- Confirm strategic alignment, roadmap priorities, and next-phase objectives
- Identify and drive expansion and upsell opportunities by aligning additional capabilities to evolving business and security needs
- Reinforce Netskope’s position as a strategic security partner.
Risk Monitoring & Mitigation
- Continuously monitor customer risk signals across adoption, usage, support, and telemetry data.
- Proactively mitigate risks using defined customer success playbooks, ensuring consistent and repeatable execution.
- Align closely with account team members (Sales, SEs, Support, Services) and the broader organization to drive coordinated risk mitigation efforts.
- Escalate and manage risks decisively to protect customer outcomes, retention, and long-term value.
Requirements:
- 5+ years of customer success management experience in Customer Success, Technical Account Management, or similar roles supporting enterprise customers.
- Strong expertise in SSE/SASE architectures, cloud security, information security, and threat prevention.
- Hands-on experience with Data Loss Prevention (DLP) programs and controls would be a bonus
- Proven ability to drive customer adoption, retention, and expansion.
- Experience building business-aligned cloud and cybersecurity programs.
- Strong stakeholder management skills, with experience engaging executives and technical teams.
- Customer-centric, proactive, and able to thrive in a fast-paced, high-growth environment.
- Exceptional organizational skills with the ability to manage competing priorities.
Education:
- Bachelor’s Degree preferred
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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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