Senior Customer Success Manager

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. Fortinet is growing and we are looking to hire a Customer Success Manager to join our team.

As part of the Customer Success team, you will be responsible for our customers' post-sale experience and long-term success. You'll work hand in hand with customers focusing on their adoption of the FortiCNAPP platform and value realized. You'll manage relationships for your portfolio of accounts with a focus on providing a great customer experience. You'll also have the opportunity to advance and shape our post-sale customer journey and evolve the resources and tools we use to drive successful outcomes for our customers.

As a Senior Customer Success Manager, you will:

• Gain a deep understanding of the FortiCNAPP platform, cloud environments, security best practices, and the DevOps ecosystem in which our customers operate.
• Lead customer onboarding (kickoff, technical implementation, product overview, etc.) for assigned customers.
• Develop a comprehensive understanding of the business challenges facing your customers and how FortiCNAPP can address those challenges.
• Conduct 1:1 success sync with larger customers on a bi-weekly or monthly basis to share best practices & present new features relevant to their use cases
• Identify upsell opportunities within accounts & collaborate with AM/SE to close them.
• Collaborate with experts within Customer Success, Technical Support, Product Management and Engineering to solve customer issues.
• Gather feature requests from customers and relay that feedback to the Product Management team.
• Monitor and drive key performance metrics such as Adoption, Value Realization, Consumption, Customer Engagement & Satisfaction.

We Are Looking for:

• A minimum of 5 years work experience in technical account management, product and adoption focused customer success, within the security and/or cloud computing domains.
• Bachelor's degree in a related field
• Hands-on experience with platforms built on Public and Private Clouds (AWS, GCP or Azure). Cloud Certifications are a plus.
• Familiarity with concepts of Enterprise security and compliance frameworks.
• Knowledge of Infrastructure Automation tool concepts (Terraform, CloudFormation, Ansible etc.)
• Proven ability to drive business value for customers as a trusted advisor.
• Strong project management skills, ability to multi-task and work in a dynamic environment.
• Experience in handling customer escalations, managing customer expectations, and driving successful resolutions

About Us
Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at accommodations@fortinet.com.

Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.