Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage relationships with mid-market and commercial customers from the onboarding process through to renewal.

• Promote product adoption, ensure realization of ROI, and develop long-term account strategies.

• Lead discussions on renewals and expansions, oversee negotiations, and provide accurate forecasts to meet Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.

• Establish trusted connections with CISOs, IT leaders, and compliance stakeholders.

• Advise customers on access governance, readiness for audits, and best practices in identity management.

• Collaborate closely with Sales, Product, and Support teams to represent customer needs effectively.

⛳️ Requirements

• Over 3 years of experience as a B2B SaaS Customer Success Manager, preferably in security, IT, or compliance-focused environments.

• Outstanding communicator, equally at ease leading discussions with executives and empowering end users.

• Strong commercial insight: Demonstrated ability to drive timely renewals, facilitate discussions for expansion, and navigate commercial negotiations.

• Effectively engages with CISOs, IT leaders, and compliance teams to cultivate trust and credibility.

• Capable of translating intricate access and identity concepts into business and risk terminology for non-technical audiences.

• Experience supporting clients operating under frameworks such as SOC 2, ISO 27001, SOX, GDPR, or HIPAA.

• Acts as an advisor to clients on best practices concerning privileges, role modifications, and deprovisioning.

• Technical curiosity: Comfortable with IT ecosystems, including SaaS integrations, APIs, SSO, HRIS, and Identity Providers (IDPs) such as Okta, Azure AD, and Google Workspace.

• Data-driven: Proficient at converting raw data into clear cost and time savings for clients.

• Familiarity with contemporary Customer Success and CRM tools (e.g., HubSpot, Notion, Intercom, Featurebase, and Zendesk).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health, dental, and vision insurance.

• Flexible work environment and remote work options.

• Generous vacation policy and paid time off.