Manage a scaled portfolio of customers through segmented, digital-first engagement programs including email campaigns, webinars, playbooks, office hours, and communities. Monitor product adoption and customer health, identify intervention triggers, coordinate with internal teams, report engagement and retention metrics, and optimize scalable customer success processes. The role requires supporting US time zones and working evening hours several times weekly.
Description
At AlgoSec, what you do matters!
AlgoSec helps the world’s leading organizations secure application connectivity across hybrid and multi-cloud environments. Trusted by more than 2,300 global organizations, our platform delivers visibility, security policy management, risk reduction, and compliance automation across complex enterprise networks.
As we continue to expand our cloud and enterprise business globally, we are looking for a Customer Success Associate.
This is an opportunity to join a profitable, growing cybersecurity company with strong market traction, a collaborative culture, and significant growth potential.
Reporting To: VP of Global Customer Success
Location: Gurugram, India (Hybrid)
Direct Employment
What You’ll Do
- Manage a large volume of customers in the scaled segment, driving engagement through a one-to-many approach.
- Segment customers based on product usage, adoption stage, and other metrics to design targeted engagement strategies.
- Coordinate and execute digital-first programs (emails, webinars, playbooks, office hours, communities) to accelerate time-to-value and improve adoption.
- Monitor customer health and define critical triggers (e.g., low usage, poor NPS) to identify accounts requiring intervention.
- Partner with internal teams (CSMs, Support, Product, Marketing, Sales) to route customers to the right resources and ensure timely follow-up.
- Track and report on the effectiveness of scaled engagement (open rates, webinar attendance, adoption trends, retention metrics).
- Contribute to the ongoing improvement of the Scaled Program by testing new initiatives, automating repeatable processes, and optimizing outreach.
What We’re Looking For
- 2-5 years of experience in a Customer Success Associate role, or related marketing role within a SaaS environment.
- Networking or security background.
- Strong written and verbal communication skills
- Excellent English proficiency
- Highly organized, detail-oriented, and capable of managing multiple programs and customer segments simultaneously.
- Customer-focused with a proactive and collaborative approach.
- Comfortable working independently in a fast-paced, global environment
- Ability to cover US time zone, including willingness to work evening hours until 11pm 2 to 3 times per week
Nice to have:
- Experience with Salesforce, Planhat or other Customer Success Platforms.
- Experience running campaigns, webinars, or other digital engagement initiatives.
AlgoSec is an Equal Opportunity Employer (EEO), committed to creating a friendly, diverse and inclusive company culture.
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