Customer Success Manager - FortiCNAPP

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.

• 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.

• 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.
• 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 Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet's core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet's high standards of excellence in cybersecurity solutions.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

The US base salary range for this full-time position is $133,000 - $163,000. Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program. Wage ranges are based on various factors including the labor market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location. All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company's discretion.