Customer Success Manager (Enterprise Accounts)
New
N
NametagIdentity Security SaaS
Remote (U.S.)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–7 years
- Required Skills
- Customer SuccessHubSpotAccount Management
Requirements
- 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 interacting with CISOs, IT leaders, and senior operators.
- Ability to balance empathy with accountability and lead difficult conversations.
- Experience in security, identity, IAM, or adjacent infrastructure products (Bonus).
- Proficiency with success tooling such as Pylon and HubSpot.
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.
- Act as the primary point of coordination across Support, Engineering, and Product for customer-impacting issues.
- Identify risk early and execute mitigation plans for usage gaps, stakeholder churn, or stalled initiatives.
- Own renewal motions end-to-end, including forecasting, stakeholder alignment, and commercial conversations.
- Capture customer feedback and translate it into actionable insights for Product and Leadership.
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