Sobre este puesto de Customer Success Manager en Forcepoint
Who is Forcepoint?
Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!
Role Overview
The Technical Customer Success – Territory Lead is a senior, customer-facing role at the heart of Forcepoint’s new dual-track “Buddy Model” in India. You will be the technical counterpart to a regional Renewal Manager, operating as a unified buddy pair with a shared dollar-retention quota.
Your mandate is to own the technical relationship with enterprise customers in your assigned region — from CISOs and CIOs to their L1/L2/L3 admins, project teams, designated representatives, and tech administrators. You will diagnose product issues in real-time, classify root causes (product bug vs. configuration error vs. environment conflict), unblock stuck implementations, and build the kind of technical credibility that transforms a vendor relationship into a strategic partnership.
Key Responsibilities
Technical Customer Engagement
Own the technical relationship with all enterprise customers in your region — serve as the primary technical point of contact for CISOs, IT heads, security architects, and admin teams.
Conduct deep-dive technical health checks on DLP and DSPM deployments, proactively identifying risks before they escalate into renewal-blocking issues.
Provide real-time issue diagnosis and resolution during customer calls. Classify every issue as a product bug, configuration error, or environment conflict.
Drive implementation completion within 90 days. Own the unblocking of stalled rollouts by coordinating with engineering, support, and professional services.
Challenge customer configurations and troubleshoot at the endpoint, network, and cloud layer — including registry conflicts, ICMP/SMB packet resolution, AV interference, and third-party application incompatibilities.
Product Expertise & Escalation Management
Develop and maintain deep working knowledge of the Forcepoint DLP and DSPM product suites, including known issues, workarounds, architectural limitations, and the product roadmap.
Independently reproduce and validate customer-reported issues before routing to engineering. Provide engineering teams with precise diagnostic artifacts — logs, traces, environmental snapshots — that accelerate resolution.
Serve as the technical shield for the broader organization: prevent Sales Engineers from being pulled into post-sale firefighting, insulate the leadership from tactical escalations, and reduce dependency on Professional Services for break-fix work.
Retention & Growth (Shared Quota)
Co-own the regional dollar-retention quota with your Renewal Manager buddy. Both of you are accountable for the same target — your technical outcomes directly drive commercial results.
Identify upsell and cross-sell opportunities arising from observed technical gaps, changing customer security posture, or emerging data protection requirements.
Support the Renewal Manager with technical evidence during renewal negotiations.
Contribute to Executive Business Reviews (EBRs) with deployment health data, value-realization metrics, and technical roadmap alignment.
Strategic Intelligence & Customer Advocacy
Distinguish between genuine technical dissatisfaction and leverage-building NPS
Monitor competitor activity (Zscaler, Netskope, Palo Alto Networks, Trellix, Broadcom/Symantec) within customer environments and provide early warning intelligence to the CS leader and sales teams.
Champion customer product feedback internally — aggregate technical pain points across the region and present structured product improvement recommendations to engineering and product management.
Required Qualifications
Education
Bachelor’s or Master’s degree in Computer Science, Information Technology, Cybersecurity, or a related technical discipline.
Experience
7–12 years of experience in a technical customer-facing role within the enterprise cybersecurity or data security domain.
Proven track record in at least one of the following: Technical Account Manager (TAM), Technical Customer Success Manager, Solutions Architect (post-sales), Senior Support Engineer, or Customer Success Engineer at a cybersecurity vendor.
Hands-on experience with Data Loss Prevention (DLP) solutions — Forcepoint DLP strongly preferred; alternatively, Trellix (McAfee) DLP, Broadcom (Symantec) DLP, Digital Guardian, or Microsoft Purview DLP.
Experience with Data Security Posture Management (DSPM), Cloud Access Security Broker (CASB), or Secure Service Edge (SSE) solutions is highly desirable.
Direct experience managing enterprise customer relationships in India, particularly with CISOs and CIOs at large banks, conglomerates, IT services firms, and government entities.
Technical Skills (Must-Have)
Endpoint Security: Deep understanding of DLP endpoint agent architecture, deployment, and troubleshooting across Windows and macOS environments. Familiarity with Full Disk Access (FDA), MDM tools (JAMF, Intune), and endpoint resource management.
Network & Cloud Security: Working knowledge of network-layer data inspection, proxy architectures, ICMP/SMB packet analysis, SaaS-to-on-premise migration patterns, and cloud API integrations (Microsoft Graph, Azure AD, AWS IAM).
Data Classification & Discovery: Hands-on experience with data classifiers, policy engines, regex-based and ML-based detection, and large-scale data scanning across structured and unstructured repositories.
Troubleshooting: Ability to execute remote diagnostic procedures including log analysis, process monitoring, registry inspection, psexec-based operations, and packet captures. Comfortable working within customer production environments under pressure.
Browser & Application Layer: Understanding of browser extension architectures, web service process behavior, and enterprise application integration with DLP policies (SharePoint, Jira, Outlook, Exchange).
Operating Systems: Strong competency across Windows Server, Windows 10/11, macOS (Sonoma and later), and Linux environments.
Technical Skills (Nice-to-Have)
Experience with SIEM/SOAR platforms (Splunk, Sentinel, QRadar) and their integration with DLP event feeds.
Knowledge of Zero Trust architecture principles and how DLP/DSPM fits within a broader Zero Trust framework.
Familiarity with scripting/automation (Python, PowerShell) for customer environment diagnostics and reporting.
Experience with Forcepoint ONE (SSE platform), FlexEdge SD-WAN, or Forcepoint NGFW is a strong differentiator.
Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to [email protected].
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