Cyberark Business Process Manager - Customer Success 

United States 

408672661

Key Responsibilities:

Field-Based Process Optimization:

• Leverage your field experience to analyze and optimize our existing business processes, workflows, and playbooks for an outcome-based engagement model, identifying inefficiencies and opportunities for improvement.

• Lead process redesign and streamlining efforts based on hands-on knowledge of day-to-day operations, ensuring solutions are practical and deliver customer value.

• Collaborate with Customer Success operational teams to implement real-world solutions that directly address current pain points in workflows and procedures.

Standardization & Documentation:

• Develop and standardize processes, ensuring alignment with best practices, industry standards, and CyberArk’s outcome-based engagement model.

• Document, maintain, and communicate clear, accessible process guidelines and success management content pieces, ensuring teams understand and adhere to best practices.

Continuous Improvement & Real-World Solutions:

• Introduce continuous improvement strategies based on field-tested methods and solutions that you’ve seen work effectively in practice.

• Identify bottlenecks, inefficiencies, and areas for improvement, using on-the-ground experience and communication with the Success Management teams to recommend realistic and achievable changes.

• Document business requirements for systems and tools to improve efficiency for CS Operations and Business Application teams to execute.

Collaboration with Field and Corporate Teams:

• Work closely with field staff, team leaders, and cross-functional teams to ensure process improvements are understood, implemented, and adopted smoothly.

• Serve as a liaison between the field and corporate functions, translating operational needs into scalable process solutions.

Performance Tracking & Reporting:

• Monitor KPIs (i.e., cycle time, process efficiency, and error rate) associated with Success Management processes and make enhancements to deliver results that align with CyberArk business objectives.

• Provide reports and insights on process performance, focusing on improvements that have had a tangible impact on customer experience, productivity, and efficiency.

Change Management in the Field:

• Lead field-level change management efforts by ensuring process improvements are practical, widely adopted, and supported by team leaders.

• Leverage subject matter expertise to drive process updates and improvements.

• Inform stakeholders about process updates and improvements.

• Collaborate with GTM Customer Success Enablement teams and CS functional leads to set enablement strategy and rollout plan for Service Optimization initiatives.

• Provide on-the-job support to help teams adapt to new processes and technologies, minimizing disruption during transitions.

Education:

• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Equivalent field experience may also be considered.

Experience:

• Minimum of 5 years of field experience in Customer Success Management within software industry, with a deep understanding of real-world operations and business processes.

• Proven track record of identifying, implementing, and managing process improvements.

Skills:

• Practical experience in workflow design, analyzing, and improving processes using diagramming or other methodologies.

• Understanding best practices for Customer Success Management execution, including CSM workflows within tools like Gainsight.

• Strong data analysis skills, with the ability to track performance metrics and make necessary adjustments.

• Strong leadership and communication skills, with the ability to work effectively with field and corporate teams.

• Ability to translate field-level operational challenges into scalable process improvements.

• A proactive, hands-on, problem-solving approach with the ability to adapt quickly to changes in operational demands.

• Past experience with Gainsight, Salesforce, Gong and/or Highspot preferred.

Key Competencies:

• Field-Based Problem Solving: Ability to assess operational workflows and implement solutions based on real-world experience.

• Collaboration : Comfortable working with cross-functional teams, bridging the gap between field staff and corporate leadership.

• Change Management : Experienced in leading process change in a field environment, ensuring smooth transitions and staff engagement.

• Results-Oriented : Focused on achieving measurable improvements in process efficiency, directly impacting the performance of field operations.

• Adaptability: Able to navigate the practical challenges of fieldwork and translate them into structured, repeatable business processes.

The salary range for this position is $91,000 – $126,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.