Customer Success Manager

NOTE: This role requires work with customers based in North America (West - PST timezone) and also a valid visa for US travel.

About the position:

At Netskope, the Customer Success organization is dedicated to ensuring customers achieve measurable business value, improved security outcomes and long-term success with the Netskope cloud security platform.

We are seeking a proactive, technically strong, and customer-focused technical Customer Success Manager (CSM) to own post-sales success for enterprise customers. This role blends deep technical expertise with strategic customer success leadership—driving adoption, utilization, risk reduction, and expansion by aligning business objectives to technical outcomes and business value realization.

Responsibilities:

• Lead structured post-sales handoffs from Sale, capturing business objectives and translating them into technical outcomes and use cases, defining measurable success criteria to business value realization.
• Drive a structured onboarding program that accelerates time-to-value and early adoption.
• Lead regular cadence calls to monitor utilization, adoption & engagement proactively identifying and mitigating adoption risk.
• Analyze support cases, telemetry, and usage trends to maintain visibility into overall customer health and escalate risks early to prevent churn.
• Plan and deliver Quarterly Business Reviews (QBRs) in alignment with GTM teams to review adoption, maturity progression, and customer health trends
• Continuously monitor customer risk signals across adoption, usage, support & telemetry data and mitigate risk using customer success playbooks to ensure retention and long-term value with the broader organization (Sales, Solution Engineers, Support, Services).

Requirements:

• 5+ years of experience in Customer Success, Technical Account Management, or similar roles supporting enterprise customers.
• Strong expertise in SSE/SASE architectures, cloud security, information security, and threat prevention.
• Hands-on experience with Data Loss Prevention (DLP) programs and controls would be a bonus
• Proven ability to drive customer adoption, retention, and expansion.
• Experience building business-aligned cloud and cybersecurity programs.
• Strong stakeholder management skills, with experience engaging executives and technical teams.
• Customer-centric, proactive, and able to thrive in a fast-paced, high-growth environment.
• Exceptional organizational skills with the ability to manage competing priorities.
• Ability to travel 5-10%.
• Fluency in English

Education:

• Bachelor’s Degree (BSc) preferred