Job Description
Enterprise Customer Success Manager – Americas (Northeast US & Canada)
Experience: 5+ years
Location: Bangalore
Time zone: EST
AppViewX is trusted by the world’s leading organizations to reduce risk, ensure compliance, and increase visibility through automated certificate lifecycle management. At AppViewX, you will get to work with our AVX ONE platform that provides complete certificate lifecycle management and PKI-as-a-Service using streamlined automation workflows to prevent outages, reduce security incidents, and enable crypto-agility. AppViewX is also certified as a Great Place to Work in India, cementing us as an employer of choice.
Our Values
At AppViewX, our values reflect how we work together in practice—not just what we aspire to. They show up in everyday decisions, how we collaborate across teams, and how we treat each other while building and delivering our work. If these values resonate with you, you’ll likely feel at home here.
- Clarity: We interact with transparency, simplicity, and shared purpose.
- Unity: We build unity through mutual respect, trust, and collaboration.
- Innovation: We stay curious, challenge assumptions, and drive continuous improvement.
- Speed: We act with urgency, focus, and follow-through to deliver results fast.
- Precision: We bring accuracy, consistency, and care to everything we do.
Role Overview
Seeking a highly driven and customer-focused Enterprise Customer Success Manager (CSM) to join our Americas Customer Success organization, supporting strategic enterprise customers across the Northeast United States and Canada within the EST time zone. As a trusted advisor and customer advocate, the Enterprise CSM plays a mission-critical role in driving customer success, long-term partnerships, and business growth. This individual will own the post-sales customer journey, ensuring customers realize measurable value from their investment while building strong executive and operational relationships across complex enterprise environments.
The ideal candidate combines strategic thinking, relationship management, business acumen, and a passion for customer outcomes. Acting as part coach, consultant, program manager, and product champion, the Enterprise CSM will lead onboarding, accelerate adoption, drive customer engagement, and identify opportunities for growth and expansion. This role works at the center of cross-functional collaboration with Sales, Support, Product, Engineering, and Professional Services teams, making it a highly visible and impactful position that directly contributes to customer retention, satisfaction, and the overall success of the business.
Key Responsibilities:
Onboarding & Time-to-Value
- Drive onboarding engagements to ensure rapid time-to-value and successful customer go-live.
- Align customer business objectives with measurable success outcomes, adoption milestones, and operational goals.
- Partner cross-functionally to deliver a seamless onboarding and customer experience.
Adoption & Value Realization
- Drive platform adoption and customer maturity through strategic guidance, adoption analysis, and value-driven engagement.
- Conduct Monthly and Quarterly Business/Value Reviews (MBRs/QBRs) focused on ROI, business outcomes, and roadmap alignment.
- Lead adoption workshops, enablement sessions, and product demonstrations to accelerate customer success.
- Act as a trusted advisor by helping customers navigate evolving cybersecurity, cryptography, PKI, and compliance trends.
- Proactively identify risks, adoption gaps, and opportunities to improve customer outcomes and platform utilization.
Customer Relationship Management
- Build strong executive and operational relationships across enterprise customer organizations.
- Serve as the voice of the customer and a strategic partner throughout the customer lifecycle.
- Drive customer satisfaction, advocacy, and long-term partnership growth through proactive engagement and value delivery.
Operational Excellence
- Coordinate effectively across Sales, Support, Product Management, and Engineering teams to drive customer success outcomes.
- Manage escalations, feature requests, customer priorities, and success plans with ownership and urgency.
- Maintain strong operational discipline across customer engagement, adoption tracking, and account planning activities.
Retention & Expansion
- Own customer retention, renewal readiness, and overall account health and maintain Annual Recurring Revenue (ARR) while minimizing churn and account downsizing.
- Identify and support upsell, cross-sell, and expansion opportunities aligned to customer business priorities.
- Drive long-term growth through strategic account engagement, value realization, and trusted advisor relationships.
Key Skills & Competencies:
- 5+ years of experience in Enterprise Customer Success, Technical Account Management, or strategic post-sales customer engagement within complex enterprise environments.
- Strong understanding of cybersecurity, PKI, Certificate Lifecycle Management (CLM), automation, infrastructure, and enterprise security ecosystems is a must.
- Proven success managing and growing executive relationships across Fortune 500 and large enterprise customers.
- Strong customer advocacy and escalation management capabilities with the ability to influence both technical and business stakeholders.
- Excellent communication, executive presentation, and relationship management skills.
- Ability to lead strategic business reviews, adoption workshops, value realization discussions, and customer enablement engagements.
- Passion for learning emerging technologies, cybersecurity trends, and evolving digital identity landscapes.
- Proven ability to collaborate cross-functionally across Sales, Product, Engineering, Support, and Professional Services organizations.
- Comfortable operating with customers across the Northeast US and Canada region within EST time zones, with flexibility to work in extended time zones to align with the global team.
- Comfortable to travel for strategic customer engagements and executive meetings.
Success Measure:
Success in this role is defined by measurable impact and sustained customer value:
- Strong customer retention and high renewal rates, with consistent growth in Net Revenue Retention (NRR) through expansion opportunities.
- High customer satisfaction (CSAT) scores and strong overall relationship health across executive and operational stakeholders.
- Deep and sustained product adoption reflected in usage, engagement, and value realization metrics.
- High-quality executive engagement marked by trusted relationships and strategic alignment with customer leadership.
- Reduced escalations through proactive management, improved operational maturity, and effective risk mitigation.
- Consistent delivery of strategic customer outcomes, success milestones, and measurable business value.
- Strong customer advocacy, including references, case studies, and long-term partnership expansion.
Why AppViewX?
AppViewX caters to a wide range of customers from Fortune 1000 companies, including six of the top ten global commercial banks, five of the top ten global media companies, and five of the top ten managed healthcare providers. Over the years, we grew our diverse team, perfected our automation platform, and expanded our global footprint to India, North America, United Kingdom, and Australia. Today, we are headquartered in New York City and have come a long way by optimizing opportunities to create lasting relationships with enterprises, gaining unshakable customer trust along the way.
AppViewX is proud to be an Equal Employment Opportunity Employer. It is AppViewX’s policy to afford equal employment opportunities to all employees regardless of race, color, national origin, ancestry, religion, citizenship status, gender, gender expression or identity, sexual orientation, age, marital status, military or veteran status, pregnancy, disability, genetic information, arrest record, or other protected class under state, federal, or local law.
