As part of our rapid growth, we are looking for a Principal Customer Success Architect to join our team! As a Principal Customer Success Architect, you will own the journey to success for our largest and most strategic customers. The Principal Customer Success Architect will work with our extended GTM team inclusive of pre-sales and post-sales to develop and promote best practices for optimal adoption and revenue growth. This is a highly strategic role focused on managing risk in our top accounts and helping our teams operate efficiently to drive customer value.
Responsibilities:
- Act as a voice of the customer for key strategic accounts and ensure account teams are leveraging best practices to set the customer up for optimal outcomes.
- Partner with the Account Executive and TAM to translate the customer's desired business outcomes into actionable objectives and plans.
- Collaborate with key customer stakeholders to build technical champions and grow sponsorship within the account.
- Act as program manager for executive account escalations and partner with account teams to ensure they have what they need to quickly resolve escalations and mitigate risk.
- Build and maintain an account risk reduction program, focusing on using the key learnings from major accounts to identify risk across all Axonius customers.
- Develop best practices to drive optimal results across the entire customer lifecycle.
- Act as Subject Matter Expert for Axonius’ top accounts in North America.
- Participate in Technical Quarterly Business Reviews and Executive Business Reviews as needed.
- Develop & execute Account Plans with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction.
Requirements:
- At least 15+ years industry experience in a customer-facing role within software and/or technology (preferably within cybersecurity).
- At least 10+ years of experience leading customer success for major accounts.
- Experience as a business functional leader in sales, support, or engineering.
- Proven track record of customer outcomes resulting in expansion of the Axonius relationship.
- Expert understanding of data formats and structures (JSON, CSV, SQL/NoSQL, etc.).
- Familiarity with APIs and their practical application in a real-world environment.
- Understanding of data sets and how to effectively extract useful information.
- Working knowledge of Internet protocols and services (HTTP/HTTPS, SMTP, SSH, SMB, FTP, Telnet, LDAP/LDAPS, etc.).
- Working knowledge of networking topology, network configuration and components (firewalls, routers, etc.), endpoint security technologies (AV, EDR, malware detection, etc.), cloud security principles, and vulnerability management.
- Working knowledge of coding in Python, Bash, Batch, and/or Powershell.
- Excellent verbal and written communication skills.
- Strong critical thinking skills with the ability to identify novel solutions to complex problems.
- Capable of presenting technical information to technical and non-technical audiences.
- Ability to train others on Axonius products and processes.
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