At a Glance
- Tasks: Manage enterprise customer accounts and drive successful adoption of the Tufin platform.
- Company: Join a leading cybersecurity company focused on customer success.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on continuous improvement and customer advocacy.
- Why this job: Be the trusted advisor for customers and make a real impact on their success.
- Qualifications: 5+ years in customer-facing roles with strong communication and relationship management skills.
The predicted salary is between 60000 - 80000 £ per year.
The Customer Success Manager is responsible for managing a portfolio of enterprise customers, ensuring successful adoption of the Tufin platform and delivery of the Guided Success service.
The role partners with customers (management and Tufin champions and stakeholders) to develop adoption plans, measure progress against business objectives, coordinate internal resources, and help customers realize value from their investment in Tufin.
Working closely with Technical Account Managers (TAMs), Professional Services, Support, Sales, and Product, the CSM serves as the primary customer advocate and trusted advisor throughout the customer lifecycle.
Key Responsibilities
- Manage a portfolio of enterprise customer accounts participating in the Guided Successprogram.
- Drive each customer's Adoption Plan together with their management, Tufin champions and stakeholders, coordinating internal resources and tracking progress against agreed adoption objectives.
- Lead kickoff meetings, success reviews, adoption reviews, and Executive Business Reviews (QBRs).
- Monitor customer health, product adoption, and progress toward agreed success outcomes.
- Monitor and report on customer health, adoption, and success metrics to identify risks, measure progress, and support successful customer outcomes.
- Coordinate Technical Account Managers, Professional Services, Support, and other internal teams to deliver customer priorities.
- Own customer escalations and coordinate timely communication and resolution.
- Identify opportunities to improve customer adoption, retention, and long-term success.
- Partner with Sales on renewal planning and identify expansion opportunities where appropriate.
- Represent the voice of the customer by providing feedback to Product Management and other internal stakeholders.
- Contribute to the continuous improvement of Guided Success processes, customer engagement practices, and adoption methodologies based on customer feedback and operational experience.
- Bachelor's degree or equivalent experience.
- 5+ years in Customer Success, Enterprise Account Management, Consulting, Technical
- Account Management, Professional Services, Sales Engineering, Technical Support, or a similar enterprise customer-facing role.
- Experience managing enterprise Saa S or enterprise software customers.
- Strong executive communication and relationship management skills.
- Excellent organizational, presentation, and problem-solving skills.
- Ability to coordinate cross-functional teams and manage multiple customer engagements simultaneously.
- Customer-focused mindset with a passion for delivering measurable business value.
- Experience with networking, cybersecurity, cloud security, or enterprise infrastructure.
- Preferred Qualifications
- Familiarity with major network security vendors such as Cisco, Palo Alto Networks, Check Point, and Fortinet.
- Experience with Salesforce and Customer Success platforms.
- Understanding of customer adoption, customer health measurement, and value realization.
- Success Measures
- Successful execution of customer Success Plans and adoption plans with an eye on customer retention
- Customer adoption and achievement of agreed business outcomes.
- Improvement in customer health, satisfaction, and executive engagement.
- Successful renewals and identification of growth opportunities.
- Effective coordination of cross-functional resources to meet customer objectives.
- Core Competencies
- Customer Relationship Management
- Strategic Planning
- Customer Adoption
- Drives change, owns outcomes, and delivers results
- Executive Communication
- Cross-Functional Collaboration
- Problem Solving
- Customer Advocacy
- What Success Looks Like
Within your first 12 months you will
- Build trusted relationships with your portfolio of enterprise customers.
- Develop and execute customer Adoption Plans aligned with customer business objectives.
- Drive measurable customer adoption and value realization.
- Deliver effective Executive Business Reviews and adoption reporting.
- Partner successfully with Technical Account Managers, Professional Services, Support, and Sales.
- Contribute to successful customer renewals and long-term customer success.
Customer Success Manager - UK in London employer: Tufin
At Tufin, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Customer Success Manager in the UK, you will have the opportunity to work closely with enterprise customers, driving their success while benefiting from our commitment to employee growth and development. With a focus on customer advocacy and a supportive team environment, Tufin offers a unique chance to make a meaningful impact in the cybersecurity space while enjoying a fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tufin. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tufin before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - UK in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tufin:Your cover letter is your chance to shine! Tell us why you want to work at Tufin specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tufin!
How to prepare for a job interview at Tufin
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
