Senior Customer Success Manager at Lookout
Lookout is the leader in mobile security, protecting the device at the intersection of the personal you and the professional you. Our mission is to secure and empower our digital future in a privacy-focused world where mobile devices are essential to all we do for work and play. We’re trusted by millions of consumers, enterprises, government agencies, and partners such as AT&T, Verizon, Vodafone, Microsoft, Google, and Apple. Headquartered in San Francisco, Lookout has offices in Amsterdam, Boston, London, Sydney, Tokyo, Toronto and Washington, D.C.
Lookout is seeking to add a talented, results-driven, and highly motivated Customer Success Manager to our growing team. At Lookout, Customer Success Management works proactively in a post-sales role with our customers focused on ensuring the strong adoption, use and derived value from Lookout’s Mobile Endpoint Security solution.
You will work closely with our rapidly growing list of global customers as well as our Support, Sales, Partners, and Product Management teams towards contributing to successful customer lifecycles of a Software-as-a-Service (SaaS) subscription-based relationship.
Lookout’s cloud-based architecture, security intelligence, and the talented team that drives them will provide you an environment where you will continually learn new things and challenge your skills.
Proactively connect with existing customers at established points throughout the year to maximize overall usage, value, and benefits of the Lookout solutions.
Perform ongoing assessments of customer deployments and take the necessary steps to increase adoption, usage, and derived value.
Drive results toward continued business growth and high customer satisfaction.
Project manage customer engagements, build out and execute on project plans for program deployment and license activations; manage internal and external resources to achieve these goals.
Drive customer issues, enhancement requests, and other initiatives toward accepted solutions ensuring a consistent and positive customer experience.
Gain and capture an understanding of customers’ needs, while owning requests and advocating for customer throughout the process.
Drive productive and effective communication with customers and internal teams; provide timely account reporting to management and account teams.
Develop process improvements and best practices to enhance the quality, effectiveness, and efficiency of our overall support of customers.
Gain and apply thorough understanding of Lookout solutions, supporting technologies, and internal tools for documentation and reporting; while maintaining accurate record of customer and internal discussions and action items.
Meet or exceed goals as set by Lookout’s organizational and business initiatives.
Bachelor's degree and 5+ years of experience in customer-focused role with high-growth SaaS company
Demonstrated ability to manage a high volume of activities and customer with varying priorities
Very well-organized, with high attention to detail; ability and experience with developing and executing on customer project plans
Exceptional follow-through and passion for delivering results for customers
Ability to quickly identify and communicate potential risks and issues
Possess strong written and verbal communication skills to effectively present and communicate to all levels of an organization
Ability to effectively work with cross-functional teams
Proficiency using MS Office (Word, PowerPoint, Excel), familiarity with SFDC preferred
Mobile application and security interests and technical skills a plus
Fluent (reading/writing/speaking) in English (Arabic and/or Spanish is a plus)
Willingness and ability for occasional travel