Customer Success Manager - Industrial

📌 Core Information

🔹 Job Title: Customer Success Manager - Industrial

🔹 Company: Claroty

🔹 Location: Italy

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Sat Mar 29 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading customer success initiatives for industrial clients.
• Serving as primary contact for prestigious clients, including C-suite executives.
• Guiding clients through customized product journeys and advising on business outcomes.
• Coordinating with internal teams for seamless customer experience.

ASSUMPTION: Given the emphasis on "quarterback" role, the job requires strong leadership and coordination skills essential for managing cross-functional team efforts effectively. This role likely demands proactive problem-solving abilities.

📋 Key Responsibilities

✅ Own the customer happiness and retention process.

✅ Serve as the primary point of contact for top-tier customers.

✅ Guide customers toward successful product adoption by leveraging expertise in cyber-physical systems.

✅ Monitor customer health and proactively address usage challenges.

✅ Orchestrate internal team efforts to ensure exceptional customer experience.

ASSUMPTION: The responsibilities imply a need for deep product knowledge and the ability to anticipate customer challenges, particularly in a technical and evolving industry like cybersecurity.

🎯 Required Qualifications

Education: Not specified.

Experience: 3-5 years in Customer Success, Account Management, or related role in a B2B cyber/OT environment, preferably with a SaaS or technical product.

Required Skills:

• Proficiency in English and either Spanish or Italian.
• Experience in cross-functional collaboration.
• Proficiency in managing customer relationships.

Preferred Skills:

• Previous consulting experience.
• Experience with cybersecurity stakeholders.

ASSUMPTION: Language proficiency emphasizes the role's international scope, indicating frequent interactions with diverse client bases. Preferred consulting experience suggests a strong advisory role.

💰 Compensation & Benefits

Salary Range: Not specified; compensation likely competitive given industry standards and company growth.

Benefits:

• Work-life balance with a biannual "ClaroBreak" for rest and recharge.
• Opportunities for professional development including performance reviews and feedback sessions.
• Positive, supportive company culture emphasizing employee well-being.

Working Hours: 40 hours per week with potential travel requirements (25%).

ASSUMPTION: Lack of specified salary may require candidates to negotiate based on their experience and industry benchmarks. Benefits suggest a strong commitment to employee satisfaction and development.

📌 Applicant Insights

🔍 Company Context

Industry: Computer and Network Security, focusing on cyber-physical systems protection.

Company Size: 501-1,000 employees, offering a balance of innovation agility and resource availability.

Founded: Not Specified, but significant market presence and growth indicators.

Company Description:

• Leader in cyber-physical systems protection.
• Globally deployed solutions, highly recognized by industry awards.
• Strong financial backing from top-tier investors.

Company Specialties:

• ICS and OT security
• Network and IoT security
• Healthcare and industrial cybersecurity

Company Website: http://www.claroty.com

ASSUMPTION: The company's size and global reach imply robust business practices and stability, presenting solid career progression opportunities for employees.

📊 Role Analysis

Career Level: Mid-level, ideal for professionals with 3-5 years of experience.

Reporting Structure: Likely reports to a senior manager or director, coordinating cross-departmentally.

Work Arrangement: Hybrid, allowing for flexibility and international collaboration.

Growth Opportunities:

• Career advancement within the growing field of cybersecurity.
• Development of leadership and cross-functional collaboration skills.
• Expanding international work experience by engaging with diverse teams and clients.

ASSUMPTION: Hybrid work suggests a strong digital infrastructure and flexibility, supporting diverse work styles and autonomy.

🌍 Location & Work Environment

Office Type: Primarily remote with regional flexibility.

Office Location(s): Headquartered in New York, with offices in Tel Aviv, London, and Singapore.

Geographic Context:

• The role is based in Italy but supports global operations.
• Opportunity to engage with international clients and partners.
• The work environment prioritizes flexibility and employee well-being.

Work Schedule: Predominantly standard working hours, with travel (approx. 25%) as required.

ASSUMPTION: Although the role is remote, the opportunity for occasional travel supports relationship-building and professional growth.

💼 Interview & Application Insights

Typical Process:

• Initial application through company website or job listing platforms.
• Phone or video interview with HR or hiring manager.
• Technical or skills assessment related to customer success.
• Panel interview with potential team members and executives.
• Final decision and offer.

Key Assessment Areas:

• Technical competence in cybersecurity.
• Customer relationship management skills.
• Ability to work cross-functionally and orchestrate team efforts.

Application Tips:

• Tailor your resume to highlight relevant experience in cybersecurity and customer success.
• Prepare to discuss specific successes in customer relationship roles.
• Research Claroty's products and industry standing.

ATS Keywords: Customer Success, Account Management, Cyber Security, SaaS, Technical Product, Cross-Functional Collaboration

ASSUMPTION: The structured interview process implies thorough assessment of both technical skills and cultural fit, given the role's strategic importance.

🛠️ Tools & Technologies

• Claroty Platform
• Customer Relationship Management (CRM) software
• CPS security solutions

ASSUMPTION: Familiarity with CRM systems and Claroty products may provide an edge during the interview process, indicating readiness to tackle role-specific challenges.

👔 Cultural Fit Considerations

Company Values:

• People First
• Customer Obsession
• Integrity and Excellence

Work Style:

• Collaborative and supportive team environment.
• Emphasis on personal development and career growth.
• Balance between autonomy and collaborative efforts.

Self-Assessment Questions:

• Am I comfortable coordinating with international teams across different time zones?
• Do I have the ability to manage and nurture relationships with executive-level clients?
• Can I navigate complex projects while aligning with company values?

ASSUMPTION: The values and work style emphasize the importance of teamwork, proactive communication, and personal integrity, crucial for success in this role.

⚠️ Potential Challenges

• Managing diverse needs across a wide range of industries, including healthcare and industrial sectors.
• Adapting to rapid changes in cybersecurity threats and solutions.
• Coordinating effectively with cross-functional teams located across different regions.
• Ensuring exceptional customer satisfaction in a competitive environment.

ASSUMPTION: Potential challenges suggest a dynamic work environment where swift decision-making and adaptability are highly valuable.

📈 Similar Roles Comparison

• Focused on cybersecurity-specific customer success compared to broader customer success roles in other industries.
• Strong emphasis on technical product knowledge and strategic client management.
• Opportunity for growth in a fast-evolving field like cyber-physical systems protection.

ASSUMPTION: This role is comparatively more technically challenging and strategic, offering substantial learning and career advancement possibilities.

📝 Sample Projects

• Leading a customer success initiative for a global manufacturing firm.
• Implementing Claroty solutions in a multinational healthcare organization.
• Developing a strategic approach for enhancing client satisfaction and product adoption.

ASSUMPTION: Project examples reflect the role's strategic impact on customer satisfaction and business outcomes, underscoring the need for analytical and relationship-building skills.

❓ Key Questions to Ask During Interview

• How does Claroty define success for the Customer Success Manager role?
• What are the biggest challenges currently facing the Customer Success team?
• Can you describe a typical career path for this role within Claroty?
• How does Claroty ensure team collaboration in a hybrid work environment?
• What upcoming projects or initiatives should the new hire expect to lead?

ASSUMPTION: Questions are geared towards understanding role expectations, growth opportunities, and cultural fit within the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Claroty careers page
• Prepare your resume to highlight relevant experience and skills.
• Anticipate follow-up communication for interview scheduling.
• Ensure any required documents are ready for submission upon request.
• Stay informed about Claroty's latest product developments and industry trends.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.