Manager, Customer Experience

Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent.  

Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. 

Summary

The vision of the Customer Experience Management (CEM) team is to connect Wiz value to top customer initiatives to outpace the competition, facilitate healthy product adoption, and drive revenue growth. CEMs manage organizational change management by removing adoption roadblocks, increasing customer stakeholders invested in Wiz, and delivering value realization to our most valued customer accounts. 

As a Manager, CEM you will be leading a team of CEMs. Ideal candidates will exhibit high levels of business acumen all the while maintaining a customer-first approach. You will streamline strategy and communications between sales, customer success and operations leadership to ensure long term retention of customers. Operating in a strategic 'player-coach' capacity, you will also maintain direct CEM ownership over a select few key accounts. This hands-on connection ensures you remain grounded in the customer experience, allowing you to personally pilot and refine new strategic 'plays' before scaling them across your broader team.

Join Wiz as a Manager, CEM to contribute to customer success and to be a part of an innovative and collaborative company that values excellence and growth.

What You’ll Do

• Lead, mentor, and motivate a team of CEMs working with our most strategic customers. 


• Provide the team with tactical and strategic guidance to ensure delivery of exceptional service, value realization, and project execution strategies to customers in your region.


• Actively manage and serve as the primary CEM for a small targeted portfolio of Strategic Accounts.


• Drive CEM strategy and customer deliverables to continuous grow impact of your team.


• Achieve or exceed quarterly revenue goals, tied to retention, growth, and adoption.


• Maintain and report accurate customer health and project status within region while collaborating with sales peers.


• Work with TAM leaders to drive customer outcomes and develop aculture of collaboration, learning, and success.


• Identify and activate strategies to proactively identify and grow valuewithin accounts. 


• Collaborate effectively cross functionality with key teams including Deal desk, Legal and Operations.


• Act as an escalation point for team around at-risk customers

What You’ll Bring

• 5+ years of experience as a CSM, CEM, PM or related customer facing revenue focused role ideally within security or cloud.


• 3+ years of experience managing Post Sales – Customer Success or Services roles focused on Fortune 100 accounts.


• Proven track record of mentoring and managing high-performing revenue teams.


• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization.


• Deep understanding of Security SaaS offerings and pricing models and ability to learn Wiz's offerings with agility

Location

We are focused on candidates located in London (UK/I) or Paris (France).