Customer Success Manager

Job Description

What We Do

Managing cyber risk, together.

Forescout delivers automated cybersecurity across the digital terrain. We empower our customers to achieve continuous alignment of their security frameworks with their digital realities, across all asset types – IT, IoT, OT, and IoMT. It is a non-stop journey, managing cyber risk through automation and data-powered insights.

What You Will Do

Here at Forescout, we are committed to delivering a successful customer experience.  As a Customer Success Manager, you will hold a critical and strategic customer-facing leadership role.  You will own relationships with a portfolio of Forescout strategic customers to ensure they achieve their desired outcomes and realize the value of their investments through the successful adoption and optimization of our products and solutions. You will partner closely with our sales, product management, engineering, professional services, and customer support teams to consolidate efforts, streamline communications, and deliver exceptional customer satisfaction. 

• Establish relationships with your customers through regular meetings to understand the complexities of their environment and how Forescout’s solutions can meet their business and technical objectives
• Collaborate with your customers to create, implement and achieve a customer success plan – a plan that clearly outlines the customer’s objectives, the path to achieving those objectives and the progress against the plan
• Create customer deliverables (QBRs, upgrade plans) suitable for a diverse set of constituents from senior executives to end-users
• Coordinate activities with the assigned Adoption Engineer
• Ensure our customers see the ROI from Forescout, throughout the customer lifecycle from onboarding through to expansion
• Lead, drive and communicate the complete product lifecycle of consumption from concept through adoption to insights to ensure renewal and expansion opportunities
• Partner with sales teams to identify expansion opportunities and mitigate loss to competition
• Proactively manage account escalations with the appropriate internal stakeholders

What You Bring To Forescout

• Bachelor’s degree required; preferred areas of study include Business, Engineering, Technology, or related field
• 5+ years of experience working in customer-focused role within an enterprise technology company; preferred experience in security technologies
• Strong technical aptitude, business and sales acumen, customer service, and change management skills
• Demonstrate technical knowledge specific to information security software; presales experience is a plus
• Understanding of customer success and all aspects of the customer lifecycle
• Ability to remain calm in stressful customer situations and apply good decision making to achieve a positive outcome
• Strong verbal and written communication, prioritization, and time management skills
• Outstanding negotiation skills with the ability to make trade-off decisions and counter objections
• Ability to present, articulate, interpret, and communicate technical information to varying levels of technical understanding
• Proven long-term customer relationship development skills; passionate about customer success

Travel or Other Requirements

• Extended or non-traditional work hours may sometimes be required
• Opportunity for domestic and international travel

What Forescout Offers You

• Competitive compensation and benefits, generous PTO policy, and much more
• Collaborative and innovative environment – make an impact on worldwide security while working on the hottest technology
• Leadership that supports and encourages professional growth and development
• Want a glimpse of Life @ Forescout? Check us out on Facebook and Instagram 
• Learn more at:  www.forescout.com

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Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.