Customer Success Manager (Enterprise Accounts)

About the role

We’re hiring a Customer Success Manager to own the post-sale customer relationship end-to-end. This role is accountable for successful onboarding, ongoing value delivery, executive alignment, and commercial renewals across a portfolio of enterprise customers.

Responsibilities

• Own the overall customer relationship for a defined pod of enterprise accounts from onboarding through renewal.
• Lead structured onboarding journeys in partnership with Solutions Engineering and Support, ensuring customers reach first value quickly and correctly.
• Develop and maintain success plans aligned to customer goals, use cases, and risk profiles.
• Drive ongoing adoption through regular check-ins, Strategic Business Reviews, and proactive recommendations tied to customer security and identity outcomes.
• Act as the primary point of coordination across Support, Engineering, and Product for customer-impacting issues.
• Identify risk early (usage gaps, stakeholder churn, stalled initiatives) and run clear mitigation plans.
• Own renewal motions end-to-end, including forecasting, stakeholder alignment, and commercial conversations.
• Proactively identify expansion opportunities and ensure the right sales partners are engaged at the right time.
• Capture customer feedback and usage patterns, and translate them into actionable insights for Product and Leadership.
• Advocate for best practices in identity, authentication, and account protection—helping customers mature over time, not just “go live.”

Qualifications

• 3–7 years experience in Customer Success, Account Management, or Post-Sales roles in B2B SaaS.
• Direct ownership of renewals and retention, ideally in an enterprise or security-adjacent product.
• Proven experience running structured onboarding and long-term customer success motions.
• Strong executive communication skills—comfortable with CISOs, IT leaders, and senior operators.
• Ability to balance empathy with accountability: you can be a trusted partner without avoiding hard conversations.