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Job description
About the role
Silverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category.
Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security.
As a Customer Success Manager, you will own the success and expansion of enterprise customers, driving retention, adoption, and revenue growth through strategic relationship management and proactive value delivery. You'll partner with Solutions, Support, and Product teams to ensure customers achieve their business objectives and maximize ROI from the Silverfort platform.
What you'll do
Serve as the primary point of contact for 30-40 Enterprise customers, fostering strong relationships built on trust and collaboration
Regularly conduct check-ins, technical health checks, and EBRs with customer leadership to understand the unique business objectives and challenges of each customer and align Silverfort's solutions to effectively meet their needs
Partner with your Customer Solution Specialist to onboard and implement Silverfort's solutions for new customers and ensure adoption, drive satisfaction, and minimize Time-to-Value
Develop and execute strategic account plans, outlining clear objectives, milestones, and success criteria across the Customer Journey
Identify opportunities for expansion based on the customer's evolving needs and Silverfort's product roadmap
Analyze key leading metrics for retention and success to ensure that customers are happy, maximizing value, and are set up for successful renewal and expansion
Act as a customer advocate within Silverfort, representing the voice of the customer and providing feedback to internal teams on product enhancements, feature requests, and areas for improvement
Proactively address any customer concerns or escalations, working with cross-functional teams to ensure timely resolution and a positive customer experience
Work with Sales and Marketing to identify case studies and referenceable items to help support the Silverfort Customer Community at large
Requirements
Proven track record (5+ years) of relevant experience in Post Sales / Customer Success / Solution Architecture
Strong technical aptitude demonstrating credibility as a strategic advisor to support customers, partners, and internal teams
Knowledge in Networking and Information Security. Cyber Security & Identity Technologies background is a must
Demonstrated business acumen – ability to work with customers to understand and map business value, identify risk to non-renewal, and nurture long term relationships
Proven knowledge working with Linux and Windows (AD, Domain Controllers)
Established ability to proactively build and maintain executive relationships
Experience managing customers with 6-figure+ ARR contracts
Excellent active listening, presentation, and communication skills
Exceptional attention to detail and organization – customer follow up, project/escalation management, and strategic alignment
Strategic thinker – ability to ask probing questions, develop trust, and proactively assess risk and opportunities
Motivated team player and relationship builder, incredible interpersonal skills, and able to navigate challenging conversations if necessary