Customer Success Account Manager

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Technical Support China Beijing B2B Account Management

Customer Success Account Manager Apply *]:typography-body-1 py-12 first:pt-0 last:pb-0 sanitized-content"> Responsibilities: Perform all standard CSAM responsibilities for assigned customers, maintaining a consistently high level of quality, ownership, and customer satisfaction:

• Develop and maintain a deep understanding of the customer’s Information Security infrastructure, architecture, and related business processes, including current deployments and planned changes.
• Proactively identify and address customer dissatisfaction risks that could impact renewal or expansion decisions, ensuring timely mitigation actions are implemented.
• Collaborate closely with Customer Success Engineers, subject matter experts, Product Management, Support, and Sales teams to achieve agreed customer outcomes and business objectives.
• Build and maintain strong, trusted relationships with customer stakeholders at all levels, including technical teams, management, and executive leadership (e.g., CISO and IT leaders), ensuring regular and transparent communication while aligning customer cybersecurity objectives with Kaspersky solutions and services.
• Serve as the primary point of contact for assigned customers on all matters related to Kaspersky products, services, and technical support.
• Proactively identify, organize, and coordinate resources on both the Kaspersky and customer sides to ensure efficient execution of agreed tasks and initiatives.
• Represent customer interests within Kaspersky by registering, prioritizing, and tracking technical issues, feature requests, and other product-related needs until satisfactory resolution.
• Work with R&D and Product Management to provide structured customer feedback and business justifications for product improvements and enhancements.
• Gather and maintain up-to-date information on key customers’ Information Security infrastructure, security architecture, development roadmaps, and relevant internal processes to better align Kaspersky solutions with customer needs.
• Partner with Sales Account Managers to develop and execute long-term strategic account plans focused on customer retention, growth opportunities, and measurable business value.
• Depending on the engagement model (with or without a dedicated Customer Success Engineer), perform the relevant Customer Success Engineer responsibilities for assigned customers, ensuring consistent technical enablement, product usage expansion, and timely resolution of technical issues.
• Perform other duties related to the role as assigned by direct management, communicated verbally or in writing, in line with the company’s business objectives.
• In addition, a CSAM is expected to provide coaching and mentoring to junior team members, helping them improve their technical, communication, and account management skills through regular knowledge sharing and case reviews.
• Proactively identify patterns and trends in customer issues, requests, and feedback across multiple accounts, and translate these insights into concrete proposals for process and service improvements.
• When required, step in to support other CSAMs’ accounts (for example during absence or peak workload), ensuring continuity of communication and delivery for key customers.
• Take an active role in the development, documentation, and refinement of Customer Success processes, playbooks, and best practices, ensuring their practical applicability and consistent adoption within the team.

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