Job Summary

Fortanix is looking for a Customer Success Manager to ensure customers in the APJ region have a world class experience. As a CSM, you'll be the trusted advisor and primary point of contact for a portfolio of customers. You'll be responsible for instrumenting the post-sale customer journey through collaboration with partners in Customer Success Engineers, Support and Sales. You'll also cultivate and maintain strong relationships with customers, ensuring initial value realization as well as successful adoption and use of Fortanix s DSM solutions.

Responsibilities

What you will deliver:

- Own the customer relationship with Fortanix customers, acting as a voice of the customer with GTM, Product and Engineering.
- Help with customer onboarding and training, thus driving adoption.
- Understand customer requirements, challenges, and the business outcomes they are expecting from their investment.
- Create and execute customer roadmaps. Drive consumption and ongoing usage of Fortanix with a high level of CSAT.
- Develop and execute strategic account plans with a focus on increasing product adoption new routes to value.
- Conduct periodic Business Reviews to ensure strategic alignment for consistent and timely collaboration with customers.
- Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within Fortanix.
- Proactively monitor and track usage, product consumption gaps, identifying opportunities to address potential issues.
- Be an expert on Fortanix,



customer use cases and product integrations, while staying current with industry trends in crypto, HSMs and secure computing.
- Prior experience working with a SaaS solutions company and/or an enterprise software company

Must Have

- Bachelor's degree in business or engineering, or equivalent work experience
- 3-5+ years of experience in Account Management, Customer Success, or Technical Support Engineering with a successful track record of execution.
- A knack for learning recent technologies and new products, with the ability to communicate technical details with clarity.
- Demonstrated experience fostering relationships with technical and non-technical customer personas.
- Integrity and flexibility: you can patiently and enthusiastically navigate ambiguity in seeking solutions to new challenges.
- Familiarity with HSM and crypto technology. Experience with HSM from another company is a plus
- Shift Hours - APJ

Desirable

- Experience working in a global organization with customers in different geographies.
- Comfort communicating in challenging customer situations.
- A demonstrated record of success in delivering customer outcomes.
- Experience in shaping positive relationships with new customer stakeholders or customer detractors.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Manager - APJ (Remote) (India)
🏢 Fortanix
📍 India