Enterprise Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the OpportunityEvery breach, every failed audit, every new hire stuck in onboarding purgatory traces back to the same question: who has access to what — and should they? Identity is where modern companies break. Too much access leaks data. Too little grinds the business to a halt. This organization is the industry's first Autonomous Identity Platform — software that doesn't just surface access risk, but acts on it. The platform started with a self-service AppStore and grew into the critical infrastructure connecting apps, identities, and data for numerous leading companies. At the center is an AI agent for identity — mining roles, approving access, and catching the drift humans miss. You'll ship work that thousands of IT and security teams touch every day. You'll own problems without playbooks, because the category is being redefined in real time — by this organization.Why Join This Team?🚀 Jump on a rocketship. Since launching out of stealth, the team has grown significantly and raised substantial funding from prominent investors. ⭐ Customers love us — and so does the industry. Recognized as a Strong Performer in industry reports, with high customer satisfaction scores and significant reported customer outcomes like reduced time-to-access and slashed IT tickets. 🏆 A culture worth joining. Consistently recognized as a top employer for startups, measured on culture, retention, growth, and job creation. As an Enterprise Customer Success Manager, you’ll be the trusted partner to the largest and most strategic customers. You’ll guide them through onboarding, ensure adoption and expansion, and influence both customer outcomes and the product roadmap. Key ResponsibilitiesOnboarding Expert: Partner with Account Executives and Solutions Engineers for a seamless handoff from prospect to customer. Ensure kickoff and implementation goals are met, with ROI achieved within the expected timeline.Lifecycle + Renewals: Build and execute account strategies to drive adoption, expansion, and retention. Define goals, playbooks, and metrics; monitor customer health; and proactively identify risks and opportunities.Trusted Partner: Develop multi-threaded, executive-level relationships. Deliver purposeful QBRs/EBRs that connect business goals to the platform's impact and establish long-term success plans.Voice of the Customer: Surface customer insights to influence product, marketing, and go-to-market strategies. Partner with Product, Engineering, SE, and Sales to proactively address risks and drive adoption.Consultative Advisor: Guide customers on best practices and technology strategy. Ensure usage of key product features to accelerate value realization and growth. What We're Looking For:7+ years of experience in Customer Success or a related customer-facing role3+ years of experience managing enterprise-level customers, driving adoption, and fostering long-term partnershipsA demonstrated track record of directly owning and exceeding GRR and NRR targets.Proven ability to build strong relationships and engage with senior stakeholdersSkilled at communicating complex or technical concepts in a clear, accessible way to technical and non-technical audiencesHands-on experience collaborating with technical teams, such as Security, Engineering, or DevOpsBonus: Experience in the identity or security space, or a background working in high-growth startup environments What We ValueThe organization also cares about whether you would be a good fit based on the values and characteristics that define how outcomes are achieved, not just your resume.Thank you for considering this opportunity, we hope to hear from you! Pay Range$160,000 - $180,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience. Benefits and Perks:💻 Remote-first culture – Work from anywhere within ±4 hours of Pacific Time.🏥 Medical, dental & vision insurance – 100% of premiums covered for employees, 60% for dependents. HSA and FSA available with employer contribution. International benefits align with local standards.🧠 Mental health support – Access to mental health resources and support.💪 Monthly wellness stipend – A monthly stipend for gym memberships, fitness apps, and whatever helps you recharge.🛡️ Life & disability insurance – Life insurance, short-term disability, and long-term disability coverage available.🌴 Flexible PTO – Flexible time off with a minimum annual requirement, because rest is part of doing your best work.👶 Parental leave – Up to 16 weeks of paid parental leave for expecting parents.📚 $1,000 annual learning stipend – An annual budget for courses, books, conferences, and certifications.✈️ Company & team offsites – Company and team bonding trips throughout the year, fully covered by the organization.💰 401(k) with matching – Employer 401(k) matching to help you save for the future. The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.