Customer Success Manager (Mumbai)

Key Responsibilities

About the Program

The Check Point Customer Success Program provides a select group of customers with access to headquarter-level resources focused on environment stabilization, process improvement, and long-term operational excellence. As part of this program, Customer Success Managers (CSMs) work closely with strategic customers and internal teams, ensuring seamless coordination, executive visibility, and a proactive approach to customer success.

Key Responsibilities

You will be responsible for:

• Proactively engaging with customers and collaborating with assigned Check Point account teams to coordinate efforts, align resources, and support ongoing challenges and projects.

• Owning the recovery project plan, serving as the single point of contact for all remediation activities.

• Driving rapid and effective escalations, ensuring timely assistance and resolution.

• Coordinating onsite and remote support, based on customer needs and environment dynamics.

• Monitoring support calls (SRs) from the moment they are opened and working in full coordination with technical teams to drive swift resolution.

• Planning and reviewing major upgrades, refresh projects, and new deployments, ensuring minimal disruption and strong alignment with customer environments.

• Developing joint success plans with customers to understand current and future security requirements, operational challenges, and areas for improvement.

• Delivering proactive knowledge transfer to customers, partners, and field teams to support long-term stability and operational readiness.

• Maintaining comprehensive activity tracking and reporting to ensure full visibility for internal teams and customer stakeholders.

Qualifications

What you will bring to the table:

• 8–12 years of experience working with Check Point solutions, including security appliances, software gateways, cloud technologies, management platforms, Endpoint, and mobile solutions.

• Previous experience in Security Engineering, Support, Integration, or Customer Success (advantageous).

• Strong project management expertise, with the ability to drive complex initiatives end-to-end.

• A customer-first mindset with a genuine passion for solving problems and improving customer environments.

• Excellent communication skills, with the ability to influence and simplify technical information.

• Fluency in English; familiarity with additional languages is an added advantage.

• Strong organizational skills, with a structured and detail-oriented approach to managing multiple workstreams.

• Ability to communicate with internal and customer executive leadership, summarizing complex challenges into clear, concise messages.

• Familiarity with ticketing and project management tools.