Customer Success Manager

Department: Customer Success Management

Req ID: R30358

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Customer Success Manager

  • Dublin, Ireland
  • Milan, Milano, Italy
  • Full_time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

What we're looking for:

You love working with customers and technology. You have experience in Customer Success Management for SaaS customer implementations. You excel at solving problems and collaborating with different cross-functional teams.

If you also have excellent communication and presentation skills, we’d love to speak with you!

Position Overview

The Senior Customer Success Manager (CSM) will work with the growing number of Citrix SaaS Clients to handle the customer and/or partner relationship through their entire Citrix SaaS Customer Lifecycle. Citrix Customer Success Managers act as an advisor for product and strategic decisions; providing thought leadership and meaningful recommendations to ensure customers take full advantage of the Citrix SaaS service portfolio and product capabilities.

You understand that building customer/partner relationships is both an art and a science, demonstrating industry-proven product adoption methodologies to influence and drive behaviour change. Your ultimate goal is to ensure your customers are actively using, growing and renewing their portfolio of Citrix products and services. You’ll do this by focusing on success planning, adoption and expansion management strategies, driving towards key business outcomes as your customer’s strategic advisor.

Our Customer Success team is responsible for the successful adoption and retention of all our SaaS products, including Workspace, Apps and Desktops, Networking, Content & Collaboration, and Endpoint Management. In this role, you will set customers on the right path for their solution implementations, and work with other Citrix teams to align to the customer’s business objectives.

Role Responsibilities

  • Understand customer’s business strategies and apply our proven Customer Success methodology to lead them through all phases of the implementation journey, with a focus on adoption and customer outcomes.

  • Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to Citrix products and the customer's technology environment.

  • Responsible for contributing directly to Citrix product line and delivering on key organizational metrics.

  • Analyze and assess sophisticated processes and systems of customer's business to ensure solution will meet the needs of the end users.

  • Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and active use.

  • Advise customers on business process improvements based on best practices, business knowledge, and insight into current vs. future state product capabilities.

  • Participate in the sales cycle as needed to gather requirements, formulate delivery approach, and develop a proposal/post-sale engagement plan.

  • Create customer adoption benchmarks and forecasts based on defined business use cases.

Basic Qualifications

  • Requires advanced knowledge of job area obtained through advanced education combined with experience. May have practical knowledge of project management.

  • Requires a University Degree or equivalent experience or a Master’s degree with some industry experience; or a PhD without experience.

  • Professional knowledge of cloud service providers including AWS Azure and Google Cloud Platform apps, desktops, data and communications on any device, over any network and cloud.

  • An excellent customer service attitude and the ability to interact in a professional manner are required.

Preferred Qualifications

  • Experience in Customer Success management with a proven track record of successful delivery of SaaS customer implementations

  • Strong understanding of Cloud subscription model

  • Excellent communication skills, including presentations and written documents.

  • Professionalism and confidence to work closely with, and advise, senior executives.

  • Ability to work both independently and collaboratively, think creatively and tackling challenges, and proactively solve problems to successfully deliver projects.

  • Fluent in Italian and English.

Functional Area:

Customer Success Management


What you’re looking for:

Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits

We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.


Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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