Customer Success Account Manager
Responsibilities:
Perform all standard CSAM responsibilities for assigned customers, maintaining a consistently high level of quality, ownership, and customer satisfaction:
- Develop and maintain a deep understanding of the customer’s Information Security infrastructure, architecture, and related business processes, including current deployments and planned changes.
- Proactively identify and address customer dissatisfaction risks that could impact renewal or expansion decisions, ensuring timely mitigation actions are implemented.
- Collaborate closely with Customer Success Engineers, subject matter experts, Product Management, Support, and Sales teams to achieve agreed customer outcomes and business objectives.
- Build and maintain strong, trusted relationships with customer stakeholders at all levels, including technical teams, management, and executive leadership (e.g., CISO and IT leaders), ensuring regular and transparent communication while aligning customer cybersecurity objectives with Kaspersky solutions and services.
- Serve as the primary point of contact for assigned customers on all matters related to Kaspersky products, services, and technical support.
- Proactively identify, organize, and coordinate resources on both the Kaspersky and customer sides to ensure efficient execution of agreed tasks and initiatives.
- Represent customer interests within Kaspersky by registering, prioritizing, and tracking technical issues, feature requests, and other product-related needs until satisfactory resolution.
- Work with R&D and Product Management to provide structured customer feedback and business justifications for product improvements and enhancements.
- Gather and maintain up-to-date information on key customers’ Information Security infrastructure, security architecture, development roadmaps, and relevant internal processes to better align Kaspersky solutions with customer needs.
- Partner with Sales Account Managers to develop and execute long-term strategic account plans focused on customer retention, growth opportunities, and measurable business value.
- Depending on the engagement model (with or without a dedicated Customer Success Engineer), perform the relevant Customer Success Engineer responsibilities for assigned customers, ensuring consistent technical enablement, product usage expansion, and timely resolution of technical issues.
- Perform other duties related to the role as assigned by direct management, communicated verbally or in writing, in line with the company’s business objectives.
- In addition, a CSAM is expected to provide coaching and mentoring to junior team members, helping them improve their technical, communication, and account management skills through regular knowledge sharing and case reviews.
- Proactively identify patterns and trends in customer issues, requests, and feedback across multiple accounts, and translate these insights into concrete proposals for process and service improvements.
- When required, step in to support other CSAMs’ accounts (for example during absence or peak workload), ensuring continuity of communication and delivery for key customers.
- Take an active role in the development, documentation, and refinement of Customer Success processes, playbooks, and best practices, ensuring their practical applicability and consistent adoption within the team.
Education/Technical Certifications:
- Degree in Information Technology, Information Security, Computer Science or a closely related field, or equivalent professional education.
- Possession of a recognized information security certification (e.g., CISSP, CISA, CEH, SSCP, or equivalent) is preferred.
Experience:
- At least 3 years of experience in Customer Success or Renewal Sales, meeting or overachieving targets
- At least 7 years of experience in Customer Support or Professional Services or Presales.
Soft skills & Personal qualities:
- Strong presentation skills and advanced written and verbal communication abilities, with the ability to engage both technical and business audiences effectively.
- Excellent communication and interpersonal skills, with the ability to build trust and maintain strong relationships with clients and internal teams at multiple organizational levels.
- Strong analytical and problem-solving skills, capable of navigating complex technical and business environments and making informed decisions.
- Proactive mindset with a strong drive to identify, shape, and capitalize on new business opportunities (upsell, cross-sell, value-add initiatives).
- Ability to multitask - manage multiple customers, projects, and tasks simultaneously while maintaining high quality and meeting agreed deadlines.
- Structured and process-oriented working style, high level of self-organization, readiness for flexible working hours and business trips (where applicable).
Business Expertise:
- Good understanding of enterprise cybersecurity strategies, technologies, and operational practices, with the ability to align security initiatives to business objectives.
- Good understanding of large enterprise environments, including complex IT infrastructures, hybrid and multi-cloud deployments, regulatory requirements, and risk management frameworks.
- Ability to engage effectively with CISO/Director-level stakeholders by understanding enterprise security operations, governance, risk, compliance, and cybersecurity priorities, and aligning
- Kaspersky solutions to their business and security objectives.
Personal skills:
- Expert time management and prioritization skills
- Problem solving & decision-making skills.
- Critical thinking skills
- Duplicate removed: covered under Soft Skills as a more detailed competency.]
- Must be able to work flexible and on-duty hours
- Travel readiness
Professional knowledge (Hard skills)
- Expertise and broad knowledge in information security, particularly practical cybersecurity and security monitoring, including common IT/IS architectures and operational aspects of information systems.
- Solid understanding of networking technologies, typical enterprise IT/IS architectures, and integration patterns for security products.
- Awareness of evolving cybersecurity threats, industry trends, and best practices relevant to enterprise organizations.
- Knowledge of local and international regulatory and legal requirements (federal laws, bylaws, methodological guidelines, and global cybersecurity standards) governing information security.
Able to effectively manage customer escalations, coordinating cross-functional teams to resolve customer issues promptly and efficiently.
Languages:
- English – professional verbal and written
- Mandarin Chinese – professional verbal and written
Application process:
- HR Interview
- Meeting with Hiring Team
- Interview with Regional APAC team
- Offer stage & Reference Check
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