Enterprise Customer Success Manager
Core
Drive adoption and value realization for enterprise cybersecurity SaaS customers by managing success plans, mitigating risk, and acting as a trusted advisor to security and IT leadership.
Role type
Enterprise Customer Success Manager
Builds
Outcome-based success plans, adoption strategies, and value realization reports for enterprise accounts
Domain
Cybersecurity / Identity Security / SaaS
Required skills
Enterprise account management, success plan development, risk mitigation, executive stakeholder engagement, cross-functional coordination, usage data analysis, ROI case building, product knowledge application
Preferred skills
Cybersecurity domain expertise (privileged access management, identity security), Salesforce/Gainsight proficiency, professional services background
Technologies
Salesforce, Gainsight, Microsoft Office
Responsibilities
Agree measurable business outcomes and success criteria with customer executive sponsors; Build and run outcome-based success plans covering each stage of the customer journey; Drive product adoption against entitlement using usage data; Monitor account health signals (usage, sentiment, engagement) to identify and remediate risks; Lead success reviews with sponsors to build internal ROI cases; Share health and value insights with Sales and Renewals teams; Lead cross-functional responses to escalated customer issues; Surface feedback and feature requests to Product; Develop referenceable customers and case studies
Seniority
Mid-level, hands-on IC