Customer Success Manager

Role overview

Build trusted relationships with customer organizations and serve as a practical partner for their day-to-day technical needs. You’ll help customers get value from cloud-based identity and access solutions by tracking adoption, resolving issues, surfacing risks, and representing customer needs internally.

Responsibilities

- Serve as a named customer contact and manage communications during major incidents through resolution. - Review support cases, customer feedback, and renewal signals to identify technical patterns and potential risks. - Monitor product adoption and usage, then recommend actions suited to customer goals and needs. - Provide proactive guidance on relevant product capabilities and help uncover barriers to adoption. - Advocate for customer needs internally and contribute hands-on to customer success work. - Travel to customer locations when needed and provide occasional after-hours or weekend coverage.

Requirements

- At least 4 years of experience in customer success or customer experience. - Background in consulting on or implementing IT systems, preferably cloud services or identity management. - Technical aptitude to understand customer use cases and solution architecture. - Curious, proactive approach to identifying adoption blockers and customer risks. - Experience with a CRM or customer success platform such as Salesforce or Gainsight. - Solid understanding of cloud solutions.

Benefits and work setup

- Flexible, collaborative work environment; customer visits and occasional after-hours coverage may be required. - Paid time off and holidays, parental leave, healthcare options, and retirement programs. - Education reimbursement and commuter support may be available depending on location.