Customer Success Manager (Enterprise Accounts)

Role overview

Own the post-sale relationship for a portfolio of enterprise customers using security and identity products. You will guide customers from onboarding through adoption and renewal, coordinating internal teams and helping customer stakeholders connect product use to measurable security and business outcomes.

Responsibilities

- Lead structured onboarding with Solutions Engineering and Support, helping customers reach initial value and meet adoption milestones. - Build and maintain success plans based on customer goals, use cases, stakeholders, and risks. - Run regular customer check-ins and business reviews, recommending ways to improve adoption and security outcomes. - Coordinate customer-impacting issues across Support, Engineering, and Product, and communicate clearly through resolution. - Identify risks such as low usage, stakeholder changes, or stalled initiatives, and lead mitigation plans. - Own renewal planning, forecasting, stakeholder alignment, and commercial discussions; identify expansion opportunities with Sales. - Share customer feedback and usage patterns with Product and leadership.

Requirements

- 3–7 years of experience in Customer Success, Account Management, or another post-sale role in B2B SaaS. - Direct responsibility for renewals and retention, ideally with enterprise customers. - Experience leading structured onboarding and sustained customer success programs. - Strong communication with executives and senior technology or security stakeholders. - Ability to build trusted relationships while handling difficult conversations and holding plans accountable. - A proactive, outcomes-focused approach to customer risks and priorities.

Nice to have

- Experience with security, identity, IAM, or related infrastructure products. - Familiarity with customer success tools such as Pylon or HubSpot.

Benefits and work setup

- Remote-first role for people working in the United States, with flexible schedules and shared meeting hours across time zones. - Quarterly in-person team gatherings, with travel support. - Compensation listed as $225,000 OTE with a 75/25 split, plus equity, medical, dental, and vision coverage, flexible paid time off, and computer equipment.