Customer Success Manager (Enterprise Accounts)

Role Overview

Customer Success Manager responsible for end-to-end ownership of the post-sale customer relationship for a portfolio of enterprise accounts. The role drives onboarding success, ongoing value delivery, executive alignment, and commercial renewals.

Responsibilities

• Own the customer relationship for a defined pod of enterprise accounts (onboarding through renewal)
• Lead structured onboarding journeys with Solutions Engineering and Support to achieve first value quickly
• Create and maintain success plans aligned to customer goals, use cases, and risk profiles
• Drive adoption via regular check-ins, Strategic Business Reviews, and proactive, outcomes-based recommendations
• Coordinate across Support, Engineering, and Product for customer-impacting issues
• Identify risks early (usage gaps, stakeholder churn, stalled initiatives) and run mitigation plans
• Own renewal motions end-to-end: forecasting, stakeholder alignment, and commercial conversations
• Identify expansion opportunities and engage the right sales partners at the right time
• Capture customer feedback and usage patterns and translate them into actionable insights for Product and Leadership
• Advocate best practices in identity, authentication, and account protection to mature customers over time

Qualifications

• 3–7 years experience in Customer Success, Account Management, or post-sales roles in B2B SaaS
• Direct experience owning renewals and retention (preferred in an enterprise or security-adjacent product)
• Proven track record running structured onboarding and long-term customer success
• Strong executive communication skills with CISOs, IT leaders, and senior operators
• Ability to balance empathy with accountability and lead difficult conversations when needed

Bonus

• Experience in security, identity, IAM, or adjacent infrastructure products