Customer Success Manager
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Job Description
Customer Success Manager managing post-sale relationships for enterprise accounts at Britive. Focusing on onboarding, account health, and cross-functional team coordination for cloud security solutions.
Responsibilities:
- Serve as the primary point of contact and trusted strategic advisor for a portfolio of enterprise accounts post-sale.
- Build and maintain deep, long-term relationships with technical stakeholders, security leaders, and executive sponsors.
- Lead structured onboarding programs to ensure customers are deployed on time, on scope, and set up for measurable success.
- Host monthly technical check-ins with key customer stakeholders to review platform health, address blockers, and drive adoption.
- Prepare and deliver Quarterly Business Reviews (QBRs) with executive and key stakeholders that clearly demonstrate value, usage trends, and roadmap alignment.
- Proactively monitor account health, identify churn risk early, and develop mitigation plans before issues escalate.
- Own the end-to-end project plan for customer deployments, ensuring milestones are hit and stakeholders are aligned throughout.
- Manage timelines, action items, and follow-ups with precision — nothing falls through the cracks on your accounts.
- Coordinate closely with Britive Customer Success Engineers to drive technical implementation and resolve configuration blockers.
- Educate customers on Britive best practices, identity and access management workflows, and PAM use cases relevant to their environment.
- Serve as the connective tissue between customers and internal teams — including Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers — to ensure seamless handoffs and consistent customer experience.
- Provide regular, structured updates to the VP of Customer Success, CRO, and CEO on account status, strategic opportunities, and escalation items.
- Collaborate with Sales and Pre-Sales during expansion and renewal cycles to ensure accurate scoping and smooth transitions.
- Advocate for customer needs internally, translating field insights into actionable product feedback.
- Drive customer advocacy efforts including case studies, reference calls, and product council participation.
Requirements:
- 5+ years of experience in a Customer Success Manager, Technical Account Manager, or enterprise-facing post-sales role, ideally in a B2B SaaS environment.
- Demonstrated track record of managing large enterprise accounts with complex, multi-stakeholder environments and multi-phase deployment projects.
- Strong project management skills: you run structured programs, own timelines, and follow through relentlessly.
- Exceptional communication and presentation skills — you can run a room of CISOs and a room of engineers with equal confidence.
- Deep understanding of cybersecurity, cloud environments, and identity technologies — including PAM, IAM, IGA, SSO, and RBAC/ABAC models.
- Familiarity with cloud platforms (AWS, Azure, GCP) and identity providers such as Okta and Azure AD.
- Experience coordinating across multiple internal teams (sales, engineering, product, support) and keeping senior executives informed with crisp, concise communication.
- Experience in a fast-paced, early-stage or high-growth startup; you know how to operate with limited resources and build process where none exists.
- Must be based in the US or Canada.
Benefits:
- Work from anywhere in the US! We are fully remote (US only, other areas are subject to review).
- Competitive compensation and meaningful equity
- Medical, dental, and vision insurance
- Paid parental leave benefits
- 401k (U.S.)
- Flexible + Unlimited PTO (U.S.)
- Career development opportunities and paths
- Home office and connectivity stipends
- Team socials + Offsites
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