Customer Success Manager

About the Role

Our client is seeking a solution-driven, customer-focused Customer Success Manager to join the team. This role requires an individual who can foster strong customer relationships, ensuring a successful experience throughout the customer journey. The position demands a results-oriented professional who understands how to deliver a high-quality customer experience in complex and evolving environments.

This is an opportunity to work with a variety of stakeholders, define mutual success, and drive significant growth. The ideal candidate will excel in collaborative communication across both internal and external teams. The Customer Success Manager will be responsible for ensuring successful deployment, adoption, expansion, and renewal of the company’s solutions. This role requires expertise in setting expectations, managing resources, and driving measurable success to create an outstanding customer experience.

Key Responsibilities

• Build and maintain strong relationships with assigned customers, ensuring satisfaction and long-term success.
• Provide strategic guidance to help customers maximize the value of the company’s solutions.
• Educate customers on product usage and benefits, ensuring they leverage the platform effectively.
• Collaborate closely with Sales, Support, Product, and other internal teams to enhance the customer experience and address any concerns.
• Act as a customer advocate, capturing feedback and relaying requests to Product Management and Development.
• Prioritize essential activities to optimize customer satisfaction, account renewals, and growth.
• Develop and share best practices to improve internal processes and customer engagement strategies.
• Maintain account retention and renewal, contributing to revenue stability.
• Drive upgrade opportunities through increased product adoption and usage.

Requirements

• Ideally based in the NYC area or East Coast U.S.
• Bachelor’s degree and 3-5 years of experience in a customer-facing role (Customer Success, Customer Support, or Account Management).
• Strong phone, written, and verbal communication skills, with excellent presentation abilities.
• Confident, high-energy, self-motivated, and a strong team player.
• Experience working with senior and executive-level customer contacts.
• Ability to thrive in a fast-paced environment with multitasking and project management skills.
• Understanding of internet and web applications, with a passion for learning new technologies.
• Ability to articulate and educate clients on technical solutions.
• Proven knowledge of SaaS; experience with SaaS solutions preferred.
• Highly organized with attention to detail and the ability to prioritize tasks effectively.
• Experience with Customer Success software and Salesforce is a plus.

Why Join This Opportunity?

• Remote-friendly and flexible working environment
• Competitive compensation ($110,000 – $140,000) including salary and equity with growth potential
• Comprehensive benefits package, including Medical/Dental/Vision, FSA/HSA, 401(k), and more
• Generous equipment budget and customized workstation for success
• Opportunity to work in a high-growth sector within identity security
• Mission-driven culture focused on impactful and cutting-edge work

Note: H1B/Visa sponsorship is not available for this position.