Cyberark Business Process Manager Success Management 

Mexico, Sinaloa, Culiacán 

112012413

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, 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.
• 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.
• Technology Integration & Automation:
  • Leverage industry knowledge to recommend and integrate practical automation tools that improve process efficiency
  • Collaborate with CS Operations teams to ensure technology enhancements align with field needs and improve the daily operations of ground staff.
• 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.
  • Drive improvement initiatives as a subject matter expert about process updates and improvements.
  • Inform stakeholders about process updates and improvements.
  • Collaborate with GTM Customer Success Enablement teams and CS functions to enable Customer Success Management teams to create and release training programs on new and updated processes, workflows, and playbooks.
  • Provide on-the-job support to help teams adapt to new processes and

• 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 Cybersecurity, with a deep understanding of real-world operations and business processes.
  • Proven track record of identifying, implementing, and managing process improvements.
• Certifications:
  • Certifications in Lean Six Sigma or other process improvement methodologies are highly desirable.
• Technical Skills:
  • Practical experience diagramming, analyzing, and improving processes using diagramming or process analytics tools.
  • Understanding best practices for Customer Success Management execution, including CSM workflows within tools like Gainsight, Salesforce, Gong, and Highspot.
  • Strong data analysis skills and proficiency in tools like Excel or Tableau, with the ability to track performance metrics and make necessary adjustments.
• Field Skills:
  • 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.

The salary range for this position is $86,000 – $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.