Customer Success Architect
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!
Customer Success Architect
At Forcepoint, the Customer Success Architect (CSA) is a technical expert responsible for helping customers realize maximum value from their Forcepoint solutions. In this role, you will build trusted advisor relationships with customers by understanding their technical and business objectives and guiding them through successful adoption of Forcepoint technologies.
Customer Success Architects partner closely with both customers and internal Forcepoint teams to identify challenges, deliver best practices, and create strategic roadmaps that align with customer goals. This is an exciting time to join Forcepoint as we continue to deliver innovative cybersecurity solutions, including our Data-first SASE platform, helping organizations achieve their strategic security initiatives.
Key Responsibilities
Customer Engagement & Relationship Management
- Build strong, trusted relationships with Forcepoint customers.
- Understand customer goals for utilizing Forcepoint cybersecurity solutions and help them realize value from their investment.
- Serve as a trusted technical advisor by developing strategic roadmaps aligned with customer business objectives.
- Act as the voice of the customer internally across teams such as Sales, Product Management, Professional Services, and Technical Support.
Customer Adoption & Success
- Drive customer adoption and effective utilization of Forcepoint solutions to achieve defined outcomes.
- Provide best practice recommendations and guidance on optimizing Forcepoint products.
- Identify opportunities for upsell and cross-sell based on customer needs and usage patterns.
- Help identify potential reference customers and develop case studies.
Technical Guidance & Issue Resolution
- Navigate customers through technical challenges and coordinate the appropriate Forcepoint resources to resolve issues.
- Partner with the Forcepoint Escalation team to document, track, and drive customer cases to resolution.
- Provide technical expertise across networking, security, and enterprise environments.
Business Impact
Through these activities, the Customer Success Architect helps drive:
- High customer adoption and renewal rates
- Strong customer satisfaction and loyalty
- Identification of expansion opportunities
- Product improvement insights through customer feedback
Required Qualifications
Experience
- 5-10+ years of experience in a customer-facing role such as:
- Customer Success
- Account Management
- Technical Support
- Relationship Management
- Solutions Engineering or similar roles
Technical Expertise
Strong technical domain knowledge in areas such as:
- Networking and network security
- Cybersecurity technologies
- IT Service Management (ITSM)
- Artificial Intelligence or related emerging technologies
Technical Knowledge Areas
Ability to effectively engage with customers in the following areas:
Network Security
- Firewalls
- IPsec VPN
- IDS/IPS
- SSL VPN
Networking Fundamentals
- Layer 2 and Layer 3 networking
- TCP/IP
- DNS
- Three-way handshake
Web & Application Protocols
- HTTP protocol
- Authentication methods
- HTTP status codes and structure
Enterprise Infrastructure
- Active Directory (domains, permissions, group policies)
- MSSQL fundamentals (logs, queries, management tools)
- Linux and Windows server operating systems
- Enterprise application performance and troubleshooting
Security Concepts
- Core information security principles and best practices
Key Skills & Competencies
Customer Focus
Demonstrated passion for delivering exceptional customer outcomes and satisfaction.
Communication
Strong verbal, written, and presentation skills with the ability to communicate effectively across all levels of an organization, including senior leadership.
Service Orientation
Proven ability to provide world-class service through strong issue ownership and effective task management.
Collaboration
Experience working cross-functionally with internal teams to resolve customer challenges and drive successful outcomes.
Problem Solving & Creativity
Ability to think creatively and step outside standard processes when necessary to resolve complex issues.
Attention to Detail
Strong listening skills and ability to accurately capture and document information from customer interactions.
Continuous Learning
Demonstrated desire to stay current with Forcepoint product innovations, industry developments, and the competitive cybersecurity landscape.
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 recruiting@forcepoint.com.
Applicants must have the right to work in the location to which you have applied.