The Customer Success Manager is responsible for managing a portfolio of enterprise customers, ensuring successful adoption of the Tufin platform and delivery of the Guided Success service. The role partners with customers (management and Tufin champions and stakeholders) to develop adoption plans, measure progress against business objectives, coordinate internal resources, and help customers realize value from their investment in Tufin. Working closely with Technical Account Managers (TAMs), Professional Services, Support, Sales, and Product, the CSM serves as the primary customer advocate and trusted advisor throughout the customer lifecycle.
Key Responsibilities
- Manage a portfolio of enterprise customer accounts participating in the Guided Successprogram.
- Drive each customer's Adoption Plan together with their management, Tufin champions and stakeholders, coordinating internal resources and tracking progress against agreed adoption objectives.
- Lead kickoff meetings, success reviews, adoption reviews, and Executive Business Reviews (QBRs).
- Monitor customer health, product adoption, and progress toward agreed success outcomes.
- Monitor and report on customer health, adoption, and success metrics to identify risks, measure progress, and support successful customer outcomes.
- Coordinate Technical Account Managers, Professional Services, Support, and other internal teams to deliver customer priorities.
- Own customer escalations and coordinate timely communication and resolution.
- Identify opportunities to improve customer adoption, retention, and long-term success.
- Partner with Sales on renewal planning and identify expansion opportunities where appropriate.
- Represent the voice of the customer by providing feedback to Product Management and other internal stakeholders.
- Contribute to the continuous improvement of Guided Success processes, customer engagement practices, and adoption methodologies based on customer feedback and operational experience.
- Bachelor's degree or equivalent experience.
- 5+ years in Customer Success, Enterprise Account Management, Consulting, Technical
- Account Management, Professional Services, Sales Engineering, Technical Support, or a similar enterprise customer-facing role.
- Experience managing enterprise SaaS or enterprise software customers.
- Strong executive communication and relationship management skills.
- Excellent organizational, presentation, and problem-solving skills.
- Ability to coordinate cross-functional teams and manage multiple customer engagements simultaneously.
- Customer-focused mindset with a passion for delivering measurable business value.
- Experience with networking, cybersecurity, cloud security, or enterprise infrastructure.
Preferred Qualifications
- Familiarity with major network security vendors such as Cisco, Palo Alto Networks, Check Point, and Fortinet.
- Experience with Salesforce and Customer Success platforms.
- Understanding of customer adoption, customer health measurement, and value realization.
Success Measures
- Successful execution of customer Success Plans and adoption plans with an eye on customer retention
- Customer adoption and achievement of agreed business outcomes.
- Improvement in customer health, satisfaction, and executive engagement.
- Successful renewals and identification of growth opportunities.
- Effective coordination of cross-functional resources to meet customer objectives.
Core Competencies
- Customer Relationship Management
- Strategic Planning
- Customer Adoption
- Drives change, owns outcomes, and delivers results
- Executive Communication
- Cross-Functional Collaboration
- Problem Solving
- Customer Advocacy
What Success Looks Like
Within your first 12 months you will:
- Build trusted relationships with your portfolio of enterprise customers.
- Develop and execute customer Adoption Plans aligned with customer business objectives.
- Drive measurable customer adoption and value realization.
- Deliver effective Executive Business Reviews and adoption reporting.
- Partner successfully with Technical Account Managers, Professional Services, Support, and Sales.
- Contribute to successful customer renewals and long-term customer success.
Skills Required
- Bachelor's degree or equivalent experience.
- 5+ years in Customer Success, Enterprise Account Management, Consulting, Technical Account Management, Professional Services, Sales Engineering, Technical Support, or similar enterprise customer-facing role.
- Experience managing enterprise SaaS or enterprise software customers.
- Strong executive communication and relationship management skills.
- Excellent organizational, presentation, and problem-solving skills.
- Ability to coordinate cross-functional teams and manage multiple customer engagements simultaneously.
- Customer-focused mindset with a passion for delivering measurable business value.
- Experience with networking, cybersecurity, cloud security, or enterprise infrastructure.
- Familiarity with major network security vendors such as Cisco, Palo Alto Networks, Check Point, and Fortinet.
- Experience with Salesforce and Customer Success platforms.
- Understanding of customer adoption, customer health measurement, and value realization.
What the Team is Saying
Tufin Compensation & Benefits Highlights
-
Healthcare Strength — Core health coverage is presented as comprehensive in the U.S., including medical, dental, vision, FSA/HSA, and life/disability insurance. The breadth of this coverage indicates a strong healthcare foundation within the package.
-
Leave & Time Off Breadth — Time off provisions include flexible or unlimited PTO along with paid sick days and holidays. The emphasis on flexible time off and hybrid work supports work‑life balance across different needs.
-
Parental & Family Support — Parental leave is explicitly called out, with indications of solid maternity/paternity support. Family‑friendly elements such as an onsite Mother’s Room where available reinforce coverage beyond baseline policies.
Tufin Insights
What We Do
Tufin is a world leading network security policy management company, managing and automating security changes across next gen firewalls and network devices. We are a hybrid technology, supporting on/off prem and cloud services. The automation orchestration piece is what sets us apart in the market, as this allows us to help our customers to implement their security changes in hours or minutes vs. days. Since going public in April 2019, Tufin has continued to be the market leader in the space!
Why Work With Us
Here at Tufin, we pride ourselves on being a transparent organization where the door is always open & treating others with respect and care is our top value (hence our “no asshole” policy). We believe that every employee is important in achieving our mission & as we continue to grow, we are making sure that we are maintaining our unique culture.
Gallery
Tufin Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
