Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the CyberArk solution, its value, and the path to success.
Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide consistent and coordinated onboarding experience.
Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.
Roles & Responsibilities Mapping: Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize CyberArk internal resources to drive resolution.
Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
Advocate Enablement: Recommend and support customers in leveraging CyberArk enablement tools such as training programs, community forums, and documentation for self-service learning.
Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.
Qualifications
4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
Demonstrated project management skills or familiarity managing complex onboarding projects.
Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
Ability to manage multiple simultaneous onboarding engagements effectively.
Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus.
Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).