Customer Success Manager

Location:Sydney
Job Type:Full Time

Our Vision:

To enable a world where cyber security is so consistent, reliable and effective that it becomes a trusted foundation in our lives – like clean air and water. Our technology enables the world to fully realize the transformative power of the digital age, by protecting all that matters. By doing our job well, we drive limitless innovation, securely.


Business Introduction:

With the mission of capturing the biggest market share in the areas of endpoint security, security operations, data protection and cloud security, we work together for a common goal of shaping the future by designing and building best in class, robust and scalable security products for our customers. This is where you come in. We are looking for a new team member who is defined by his/her unique and innovative skills, style and point of view.


About the Role:

McAfee is seeking a Customer Success Manager to manage our most strategic enterprise clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills, strong business and technical acumen. The ideal candidate will work with CISO’s and business leaders to understand their needs and map McAfee's security solutions or best practices. At the same time, the candidate will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing account management. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills to make McAfee a world class customer success organization.

Key Responsibilities:

  • Responsible for the management of a portfolio of client accounts to foster long-term business relationships

  • Ensure that the customer deployment and onboarding is completed in timely manner and customer is able to maximize value from the product

  • Increase customer satisfaction by understanding business needs, managing use case enablement plans and providing additional security solutions

  • Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and provide recommendations.

  • Ensure that Customer’s technical issues are addressed in timely manner

  • Act as an escalation point to drive resolution in a timely, proactive manner

  • Drive Stickiness via conducting technical workshops, webinars, roadmap discussion and executive sponsorships.

  • Deliver a proactive customer contact strategy to drive renewals, customer adoption, training, and revenue growth

  • Identify at-risk renewals and deliver on customer remediation plan

  • Monitor customer health to track usage and customer satisfaction

  • Forecast retention, renewal, and status for assigned accounts

  • Become the customer advocate to drive cross-functional teams across development, product management, and support

About You:

  • Excellent customer relationship management skills

  • Outstanding communication, listening, and writing skills

  • Ability to problem solve and resolve client issues

  • Understanding of Internetworking and Network security architecture, protocols in SAAS/PAAS model

  • Background in program/project management of large program (collection of many projects or customers) in cross-functional, cross-companies with consistency, and governance is a plus

  • Experience with Proxy/NGFW, SIEM, Messaging or Data Security technologies is a huge plus

  • Organized and reliable: able to work independently with little direction when necessary

  • Excellent organizational, presentation (in-person) and communication skills

  • Experience using Salesforce, Gainsight or other customer relationship tools


Company Benefits:

Our corporate culture and values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring your true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and challenging work. Check out more: Careers & Life at McAfee. Perks include:

  • Pension / Retirement Programs

  • Medical, Dental and Vision Coverage Programs

  • Support for Community Involvement and Programs

Unleash your PowerJoin our Talent Network: http://careers.mcafee.com/

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.