Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the main point of contact and a trusted strategic consultant for a portfolio of enterprise accounts after the sale.

• Establish and nurture long-term relationships with technical stakeholders, security leaders, and executive sponsors.

• Lead organized onboarding processes, ensuring timely and on-scope deployment for customers.

• Conduct monthly technical check-ins to evaluate platform health, address challenges, and promote adoption.

• Prepare and present Quarterly Business Reviews that showcase value, usage trends, and alignment with the roadmap.

• Monitor account health, identify potential churn risks, and formulate mitigation strategies.

• Manage comprehensive project plans for customer deployments.

• Oversee timelines, action items, and necessary follow-ups.

• Collaborate with Customer Success Engineers to resolve technical implementation and configuration challenges.

• Educate customers on Britive's best practices, identity and access management workflows, and PAM use cases.

• Work in conjunction with Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers.

• Provide updates to the VP of Customer Success, CRO, and CEO regarding account status, opportunities, and escalations.

• Partner with Sales and Pre-Sales during expansion and renewal phases.

• Represent customer needs by providing actionable product feedback.

• Promote customer advocacy efforts, including case studies, reference calls, and participation in product councils.

⛳️ Requirements

• Over 5 years of experience in a Customer Success Manager, Technical Account Manager, or enterprise-facing post-sales role, preferably within a B2B SaaS context.

• Proven track record of managing large enterprise accounts that involve complex, multi-stakeholder environments and multi-phase deployment initiatives.

• Strong project management capabilities.

• Outstanding communication and presentation skills.

• In-depth knowledge of cybersecurity, cloud environments, and identity technologies, including PAM, IAM, IGA, SSO, and RBAC/ABAC models.

• Familiarity with AWS, Azure, GCP, Okta, and Azure AD.

• Experience in coordinating across sales, engineering, product, and support teams while keeping senior executives informed.

• Background in a fast-paced, early-stage, or high-growth startup environment.

• Must reside in the US or Canada.

• Nice to have: experience with security-focused, compliance-heavy, or regulated-industry clients.

• Nice to have: knowledge of Terraform, Kubernetes, or HashiCorp Vault.

• Nice to have: previous experience at a PAM, IGA, or cloud security vendor.

🏝️ Benefits

• Work remotely from anywhere in the US; fully remote (US only, other locations subject to review).

• Competitive salary and significant equity options.

• Comprehensive medical, dental, and vision insurance.

• Paid parental leave benefits.

• 401k plan (U.S.).

• Flexible + Unlimited Paid Time Off (PTO) (U.S.).

• Opportunities for career development and progression.

• Home office and connectivity stipends.

• Team social events and offsite gatherings.