Technical Customer Success Manager (Mumbai)

Job Description

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.