Customer Success Executive

Responsibilities

• Serve as the main contact for major customer incidents, ensuring clear communication until resolution
• Analyze customer feedback and data to spot trends and risks
• Represent customer interests within the company
• Monitor customer usage and suggest improvements
• Create and execute 'success plans' for key clients
• Lead resolution of complex technical issues while exploring new solution opportunities
• Collaborate with teams like Product and Engineering on customer projects
• Help customers define desired outcomes for maximizing the value of the company’s platform
• Offer high-level technical advisement by integrating multiple the company solutions
• Discuss IAM best practices in complex deployment scenarios
• Engage with stakeholders at various levels within client organizations
• Communicate effectively with all organizational levels, including executives
• Travel to customer sites and provide after-hours support as necessary
• Contribute hands-on when required

Qualifications

• 10+ years in Customer Success or related field
• Experience in consulting and implementing IT systems, especially in cloud services or identity management
• Strong technical knowledge of customer use cases and the company’s architecture
• Proven advocacy for customers and ability to resolve complex issues
• Expertise working with enterprise-level clients
• Familiarity with software development processes and methodologies
• Strong communication skills to convey technical concepts to non-technical audiences
• Experience with CRM systems like SFDC or Gainsight

Pay

$131,000 – $150,000 annually

Schedule

Remote - US based candidates only, no visa sponsorship available