Customer Success Manager (Enterprise Accounts)
- Full-Time
- 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 tied to customer security and identity outcomes.
- Act as the primary point of coordination across Support, Engineering, and Product for customer-impacting issues.
- Identify risk early (usage gaps, stakeholder churn, stalled initiatives) and run clear mitigation plans.
- Own renewal motions end-to-end , including forecasting, stakeholder alignment, and commercial conversations. Proactively identify expansion opportunities and ensure the right sales partners are engaged at the right time.
- Capture customer feedback and usage patterns, and translate them into actionable insights for Product and Leadership.
- Advocate for best practices in identity, authentication, and account protection—helping customers mature over time, not just "go live."
- Enterprise customers running complex IAM and security environments.
- Success tooling - Pylon, HubSpot
- Product usage data, onboarding milestones, and renewal forecasts.
- Cross-functional partners in Solutions Engineering, Support, Product, and Sales.
- Executive stakeholders on both the customer and Nametag side.
- 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 with CISOs, IT leaders, and senior operators.
- Ability to balance empathy with accountability: you can be a trusted partner without avoiding hard conversations.
- Bonus: Experience in security, identity, IAM, or adjacent infrastructure products.
- You think customer success is about measurable outcomes, not check-the-box activities.
- You're comfortable being accountable for retention and renewal numbers
- You enjoy driving clarity when customers are busy, distracted, or under-resourced.
- You can zoom out to strategy and zoom in to execution without losing momentum.
- You don't wait for problems to escalate—you surface them early and deal with them directly.
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