Checkmarx Director CSM AMA 

India, Maharashtra, Pune 

595691897

Key Responsibilities:

• Team Leadership & Management:
• Lead and manage the customer success team across Africa, the Middle East, and Australia, ensuring strong collaboration and alignment with business goals.
• Work closely with regional Sales Vice President to align customer success efforts with sales initiatives and targets.
• Mentor, guide, and develop a diverse, multi-national team, fostering a culture of excellence, continuous learning, and innovation.
• Provide regular coaching and performance feedback to team members.
• Manage escalations, customer issues, and drive resolutions to ensure customer satisfaction and long-term success.

Customer Health & Risk Management:

• Regularly assess and report on customer health, identifying potential risks and proactively addressing them.
• Focus on renewals and minimizing churn through effective relationship management and risk mitigation strategies.
• Manage and oversee Onboarding, Upgrade, and migration projects, ensuring timely and successful delivery.

Collaboration Across Teams:

• Work closely with Product Management, R&D, technical support teams, and Professional Services to ensure that customer requirements are met and that services are delivered on time and according to customer specifications.
• Champion the voice of the customer internally, providing valuable feedback and insights to drive product enhancements and innovation.

Customer Engagement & Communication:

• Conduct Quarterly Business Reviews (QBRs) with key customers, maintaining strong relationships and identifying opportunities for upsell or expansion.
• Manage and engage on all customer activities, including escalations, ensuring timely resolution and maintaining positive customer relationships.

Customer Advocacy & Knowledge Management:

• Be a trusted adviser and customer advocate within Checkmarx, ensuring that customers view you as a true partner in their success.
• Maintain a broad knowledge base of all Checkmarx products and services, including the latest industry trends, to serve as a resource for both customers and internal teams.

Travel:

• Willingness to travel to customer sites within the assigned regions for on-site visits, relationship building, and support.

General Management & Leadership:

• Minimum 10 years’ experience managing Customer Success, Services, Sales Engineering, or Technical Account Management teams.
• Previous experience with Gainsight and SFDC (Salesforce) is a plus.
• Proven ability to manage and execute large and complex projects.
• Excellent organizational and time management skills.
• Comfortable working independently and leading a remote, global team.
• Experience managing a diverse, multi-national team.
• Willingness to travel as required to support customer relationships and team engagement.

Technical Expertise:

• Strong understanding of application security testing and best practices.
• In-depth knowledge of DevOps and DevSecOps practices.
• Proficient in at least one programming language.
• Familiarity with CI/CD tools, SCM tools, and APIs.
• Ability to leverage technical expertise to assist customers and internal teams in problem-solving and solutioning.

Communication & Relationship Building:

• Confident in both written and spoken English; proficiency in other regional languages is a significant bonus.
• Extensive experience in customer-facing roles, especially with large, complex organizations.
• Ability to work effectively in a multi-cultural environment.

Strong presentation and negotiation skills, capable of engaging with C-suite executives and technical stakeholders

• Competitive salary and performance-based incentives
• Comprehensive benefits package
• Professional development opportunities
• Collaborative and inclusive work environment