Senior Customer Experience Manager (East)

Senior Customer Experience Manager (East)

This role is focused on helping strategic enterprise customers maximize the value of cloud security technology throughout complex, multi-year transformation journeys. You will act as a trusted advisor to senior customer stakeholders, connecting business priorities with secure cloud adoption and long-term platform value. Working across Sales, Support, Success, Product, Engineering, and customer teams, you will lead initiatives that drive adoption, remove blockers, and deliver measurable outcomes. You will build relationships ranging from technical teams to C-suite and security leadership, including CISOs. The role combines strategic customer management, project leadership, cloud security expertise, and business consulting. As part of a fast-moving technical environment, you will help customers strengthen security practices while identifying opportunities to expand adoption and achieve greater business impact.

Accountabilities:

• Own strategic customer projects and initiatives focused on cloud security, collaborating with Sales, Support, Customer Success, Product, Engineering, and customer teams.
• Influence key stakeholders throughout the project lifecycle by establishing clear communication, alignment, and accountability.
• Develop a deep understanding of each customer's business objectives, organizational culture, processes, and cloud security requirements.
• Build and maintain strong relationships across customer organizations, from technical practitioners to senior executives and CISOs.
• Act as a trusted advisor by demonstrating platform value and guiding customers toward the right secure solutions at the right time.
• Ensure technical guidance, documentation, support resources, and product recommendations are understood and effectively implemented by customers.
• Advocate internally for customer needs while coordinating the appropriate resources to resolve challenges and deliver successful outcomes.
• Use project management expertise to guide customers through post-onboarding adoption and increasingly mature cloud security practices.
• Develop creative solutions to complex customer security challenges, introducing new ideas, tools, and processes while navigating organizational and political barriers.
• Partner with account teams to identify strategic opportunities to deepen product adoption, improve cloud security, and expand usage across additional business units.
• Support total cost of ownership analysis and business case development to align technology investments with customer security and business objectives.
• Assess customers' existing technology ecosystems and identify opportunities for tool consolidation and greater platform value.
• Define key milestones and processes that accelerate secure cloud adoption, remove blockers, and support secure workload migrations.
• Develop comprehensive customer enablement and training strategies for both technical and non-technical audiences.
• Establish governance structures that strengthen the customer partnership, improve accountability, and support sustained security adoption.

Requirements:

• 6+ years of experience in Customer Success Management, Account Executive roles, or another strategic customer-facing position.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all organizational levels.
• Demonstrated ability to quickly learn complex technology offerings, solutions, and pricing models.
• Proven experience working with Fortune 100 customers and cloud-based technologies is preferred.
• Experience managing strategic enterprise customers and navigating complex, high-value engagements.
• Entrepreneurial mindset with strong problem-solving skills and the ability to develop practical solutions to challenging customer situations.
• Deep understanding of Security SaaS offerings, cloud security concepts, and related pricing models is preferred.
• Strong project management experience, particularly with large-scale technology or cloud transformation initiatives.
• Ability to communicate effectively with technical teams, business stakeholders, senior executives, and security leadership.
• Strong strategic thinking and ability to connect technology adoption with business outcomes.
• Ability to work collaboratively across Sales, Support, Customer Success, Product, Engineering, and customer organizations.
• Customer-focused mindset with strong ownership, influence, organization, and follow-through.
• Must be located in the Eastern United States.
• Must have legal authorization to work in the United States without requiring visa sponsorship.

Benefits:

• Base salary of $110,000$151,000 USD.
• Additional bonus and equity compensation.
• Comprehensive employee benefits.
• Opportunity to work remotely from the Eastern United States.
• Opportunity to work with strategic enterprise customers and complex cloud security environments.
• Exposure to large-scale cloud transformation and security initiatives.
• Cross-functional collaboration with Sales, Customer Success, Support, Product, and Engineering teams.
• Opportunity to influence customer strategy and drive measurable business and security outcomes.
• Position focused on strategic customer relationships within a rapidly growing cloud security environment.