Customer Success Manager I

Summary

The Customer Success Manager I (CSM) is responsible for managing a portfolio of small to medium business accounts. CSM serves as the main point of contact throughout the customer's journey with ESET and contacts customers when necessary- based on reporting insights.

Job Description

Collaborating internally to minimize renewal risk and championing customer needs are key aspects of the role. Staying updated on ESET's product offerings and actively driving customer advocacy initiatives are also essential responsibilities. Additionally, if customers express interest in upgrading to a higher tier of product or service, or indicate a desire for early renewal, the CSM's role involves referring them to the Sales Department.

Functional Responsibilities And Duties

• Manage a portfolio of small to medium business accounts.
• Serve as the main point of contact throughout the customer's journey with ESET.
• Proactively contact customers based on reporting insights to encourage product adoption and address usage or satisfaction issues.
• Collaborate internally to minimize renewal risk.
• Champion customer needs within the organization.
• Stay updated on ESET's product offerings.
• Actively drive customer advocacy initiatives.
• Refer customers to the Sales Department for potential upgrades or early renewals.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
  
  

Managerial Responsibilities

• Propose and implement improvements of processes and work procedures within the team.
• Cooperate with immediate superior on financial planning and remain continuously updated on spending of funds.
• Share relevant information and support communication within the team and with other organizational units.
• Set clear and realistic goals and expectations towards work performance within prescribed deadlines.
• Manage, plan and delegate work to team members and be responsible for performance of assigned tasks in accordance with established procedures and processes.
• Provide regular feedback and evaluate work performance of direct subordinates (e.g. probation period, definite period, assessment interviews).
• Take timely and efficient measures to ensure high-quality and timely work output of the team and its members.
• Ensure optimum planning of human resources, their substitutability and be responsible for attendance of team members. Cooperate with direct superior on planning for personnel and organizational changes.
• Cooperate on new employee recruitment process.
• In cooperation with the employee prepare their personal development plans and ensure relevant development and educational activities.
• Actively look for and exploit opportunities for own development and education and share experience and professional knowledge with others.
  
  

Requirements

Education:

• Management/business or other relevant field, master degree
  
  

Experience:

• Years of work experience:3
  
  

Knowledge:

• Working knowledge of CRM tool (ideally Salesforce)
• Basic Knowledge of Qliksense or Tablo and other reporting tools
• Basic Knowledge of Cybersecurity Industry
• Basic Knowledge of customer success best practices and methodologies is a plus
  
  

Language:

• Native/C2 in Local Language, B2 English
  
  

Communication:

• Open, Transparent, Empathetic Communication
  
  

Managerial skills:

• N/A
  
  

Personal characteristics:

• Attention to Detail
• Basics of Project management
• Ability to escalate
• Proactivity
• Active Listening
• Detail Oriented
• Prone to accept feedback
• Skilled in conflict resolution
• Analytical thinking
  
  

ESET is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected OTE for this position is starting at $80,000. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc., Valued Starting at $33,560, may also be offered in accordance with our plans.



At ESET, diversity, equity, and inclusion (DEI) are integral to our corporate culture. We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation.