Customer Success Manager

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.

We are looking for a Customer Success Manager - APJ to join our Customer Success Management (CSM) team and base in Kuala Lumpur, Malaysia. In this role, you will work with new and existing business and enterprise customers to ensure they are successful and delighted by Infoblox’s services. You will work as an extension of our clients' organizations to deliver continuous transformation and uninterrupted operational excellence. You will onboard new accounts onto our SaaS platform, promote usage in the early and ongoing stages, and ensure a high customer satisfaction rate. You will also work with your assigned accounts and the Sales team to drive SaaS adoption and act as the voice of your customers at Infoblox.

This is an exceptional opportunity to join a strong, growing, successful, and innovative organization. Infoblox allows you to thrive in a unique work environment where the emphasis is on career growth, excellence, innovation, and collaboration.

**What you’ll do**:

- Develop a trusted advisor relationship with customers and align all activities with the customer’s business case and business strategy, allowing them to enjoy the full value of our SaaS solutions in a timely manner
- Develop plans with each customer for SaaS deployment, change management, and adoption
- Partner with Sales and Professional Services to develop a plan for making Infoblox a part of each customer’s core architecture
- Maintain a deep understanding of Infoblox products and speak with customers about the most relevant features/functionality for their specific business needs
- Act as the voice of the customer, working with cross-functional teams to resolve customer issues, provide internal feedback on how we can better serve our customers, and track feature enhancements
- Collaborate with Infoblox sales teams on account management reviews, recognizing new upsell and cross-sell opportunities in existing client portfolios, and engaging new customers
- Increase customer retention by communicating customer health metrics, product updates, and solution value, along with facilitating quarterly business reviews for adoption
- Integrate and adapt Infoblox processes and services with customer processes to maximize efficiency and value, as well as to identify opportunities for improvement
- Demonstrate the value of SaaS solutions toward the renewal of customers/contracts, identify churn risk, and work proactively to eliminate that risk

**What you’ll bring**:

- Bachelor’s degree in computer science/engineering or equivalent
- Minimum 4+ years of experience working in customer success or customer-facing roles in IT security or SaaS business
- Fluency in writing and conversational English
- Medium to high level of technical networking background/understanding
- Strong empathy for customers and a passion for customer success
- Familiarity with Gainsight and Salesforce a plus
- Excellent organizational, communication, consulting, project management, and time management skills, as well as strong business aptitude
- Fresh ideas for SaaS user adoption and customer churn mitigation

**What success looks like**:
After six months, you will
- Complete your onboarding and be assigned your own accounts
- Develop working relationships with the account teams and customer stakeholders
- Develop success plans with customers, actively work on objectives, and demonstrate value of Infoblox BloxOne solutions

After about a year, you will
- Identify upsell and cross-sell opportunities within your assigned accounts
- Actively contribute to the team in terms of best practices
- Contribute to process improvements

**We’ve got you covered**:
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Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

**Why Infoblox?**
We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environme