Industrial Customer Success Manager

Description We’re growing and looking to hire a Customer Success Manager who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity. Claroty is a global leader in protecting cyber-physical systems (CPS), dedicated to securing the critical infrastructure that keeps the world running. We’re a fast-growing, award-winning team where innovation meets purpose—and we want you to help us define the future of cybersecurity. About the role: You will be the primary point of contact for our top-tier customers, building relationships across all levels, including senior executives, and ensuring successful adoption of our platform. In this role, you will guide customers through complex challenges by leveraging strong product fluency and a deep understanding of their business needs. You will act as the central coordinator across internal teams, ensuring customer issues are clearly defined, properly routed, and driven to resolution. As the quarterback of the customer experience, you will orchestrate cross-functional teams to deliver outcomes that drive customer value, retention, and long-term success. Responsibilities As a Customer Success Manager, Your impact will be: Serve as the primary point of contact and trusted advisor for executive stakeholders, aligning their business goals with product value. Guide customers through onboarding and adoption, leading proactive product enablement to drive long-term value realization and measurable business outcomes. Monitor usage data and health indicators to preemptively address risks and capitalize on expansion opportunities. Act as the "Quarterback" of the customer experience, synthesizing customer needs into actionable insights for Product and Sales to influence the roadmap. Lead complex escalation workflows, aligning internal stakeholders to maintain momentum and resolve high-stakes challenges. Requirements What do you need to succeed in this role? 4+ years of experience as a Customer Success Manager or Technical Account Manager in a fast-growing B2B SaaS organization Experience managing large, complex customer accounts Ability to quickly ramp on complex products and operate at a “power-user” level. Excellent discovery and problem-framing skills (ability to ask the right questions and identify core issues). Strong ability to articulate and translate customer needs into actionable insights for internal teams, ensuring alignment and effective execution. Proven ability to lead and coordinate cross-functional efforts across Support, Product, and Engineering. Strong communication skills, with the ability to translate between technical teams and business stakeholders. Highly organized with strong attention to detail. Fluency in German and English is a requirement. This role can be based in Germany or the United Kingdom. Ability to travel (up to 25%). Claroty is an equal‑opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases. #J-18808-Ljbffr