Job Description

Position: Customer Success Manager

Location: Remote (PST Timezone)

Salary: $100,000-$135,000/yr.

About the Role

We’re looking for a Customer Success Manager to help enterprise customers achieve success with our identity security solutions. This role focuses on driving adoption, building strong relationships, and ensuring customers realize measurable value. You’ll collaborate closely with Sales, Product, and Support teams to deliver an exceptional customer experience.

Key Responsibilities

• Customer Engagement: Manage a portfolio of enterprise accounts, ensuring successful onboarding, adoption, and retention.
• Relationship Building: Develop strong partnerships with key stakeholders, including IT and security leaders.
• Value Delivery: Define success metrics, track progress, and demonstrate ROI through data-driven insights.
• Expansion Opportunities: Identify use cases and partner with Sales to drive growth within existing accounts.
• Customer Advocacy: Gather feedback and share insights with internal teams to influence product improvements.
• Risk Management: Monitor account health and proactively address churn risks.

Qualifications

• 3–5 years in Customer Success or Account Management in a SaaS environment (cybersecurity or ICAM experience preferred).
• Strong communication and presentation skills for both technical and non-technical audiences.
• Familiarity with identity and access management concepts (SSO, MFA, PKI, FIDO).
• Experience with Customer Success tools (e.g., Gainsight, ChurnZero) and CRM platforms like Salesforce.
• Ability to work cross-functionally and influence outcomes without direct authority.
• Bachelor’s degree in Business, Computer Science, or related field preferred.

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