Technical Account Manager

Cymmetri; Mumbai; On-site; INR 1,100,000 - 1,800,000; Full time

Job summary

Cymmetri is seeking a Technical Customer Success Manager - IAM to build strong, long-term relationships with customers and ensure they derive maximum value from our Identity and Access Management solutions. The role combines customer management with deep IAM technical understanding across SSO, MFA, provisioning, and integrations.

You will own onboarding, enablement, product adoption, retention, and expansion while acting as a trusted technical advisor to customers, coordinating with Product,

Qualifications

• Proven experience in Technical Customer Success or related roles.
• Working knowledge of Identity and Access Management concepts is desirable.
• Understanding of SSO, MFA, authentication, authorization, lifecycle management.
• Hands-on experience with SAML 2.0, OAuth/OIDC, SCIM, LDAP/AD, REST APIs.
• Strong stakeholder management and relationship-building skills.
• Excellent verbal and written communication for technical and non-technical audiences.

Responsibilities

• Serve as the primary point of contact after onboarding and throughout the lifecycle.
• Lead customer onboarding, ensuring smooth implementation, integration and adoption.
• Understand customer environments, requirements, and identity-related challenges.
• Act as a trusted technical advisor and recommend product capabilities.
• Support IAM use cases including SSO, MFA, provisioning, and access management.
• Coordinate with Product, Engineering, Support, and Sales to resolve escalations.
• Identify renewal, upsell, cross-sell opportunities and drive account expansion.
• Maintain accurate records of interactions and feedback in CRM platforms.

Skills

IAM concepts

Customer success

Stakeholder mgmt

Technical troubleshooting

SAML/OIDC

Cross-functional collaboration

Tools

CRM systems

Ticketing tools

Monitoring tools

Job description

We are looking for a Technical Customer Success Manager - IAM to build strong, long-term relationships with customers and ensure they achieve maximum value from our Identity and Access Management (IAM) solutions. The ideal candidate will combine strong customer management skills with technical understanding of IAM, enterprise applications, integrations, and authentication technologies. This role will be responsible for customer onboarding, technical enablement, product adoption, retention, and account growth while acting as a trusted technical advisor to customers.

Key Responsibilities

• Serve as the primary point of contact for customers after onboarding and throughout their lifecycle.
• Lead and coordinate customer onboarding, ensuring smooth implementation, integration, product adoption, and technical enablement.
• Understand customer environments, business requirements, technical architecture, and identity-related challenges.
• Act as a trusted technical advisor to customers and recommend appropriate product capabilities and solutions.
• Support customers with IAM use cases including SSO, MFA, user lifecycle management, provisioning, authentication, authorization, and access management.
• Understand and support enterprise application integrations using technologies such as SAML, OAuth/OIDC, SCIM, LDAP/Active Directory, and REST APIs.
• Conduct regular business and technical reviews to demonstrate product value, adoption, ROI, and opportunities for optimization.
• Monitor customer health, product usage, integrations, and engagement to proactively identify risks and prevent churn.
• Troubleshoot customer issues related to configurations, authentication, provisioning, integrations, and product usage by collaborating with internal technical teams.
• Coordinate with Product, Engineering, Support, Implementation, and Sales teams to resolve customer concerns and technical escalations.
• Identify renewal, upsell, cross-sell, and account expansion opportunities and coordinate with the Sales team where required.
• Gather customer feedback, identify recurring technical challenges, and advocate for customer requirements with Product and Engineering teams.
• Maintain accurate records of customer interactions, technical requirements, issues, progress updates, and feedback in CRM/customer success platforms.
• Stay updated on product enhancements, IAM technologies, customer use cases, security trends, and industry best practices.

Required Skills & Qualifications

• Proven experience in Technical Customer Success, Technical Account Management, Customer Success, Implementation, Solutions Consulting, Product Support, or similar customer-facing technical roles.
• Working knowledge of Identity and Access Management (IAM) concepts and enterprise identity solutions is desirable.
• Understanding of SSO, MFA, authentication, authorization, user lifecycle management, provisioning, and access management.
• Hands-on or working knowledge of SAML 2.0, OAuth 2.0/OIDC, SCIM, LDAP/Active Directory, REST APIs, and application integrations.
• Strong stakeholder management and relationship-building skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts to technical and non-technical stakeholders.
• Strong problem-solving, troubleshooting, and conflict-resolution abilities.
• Ability to manage multiple enterprise customer accounts and technical priorities simultaneously.
• Experience conducting business/technical reviews and driving product adoption.
• Strong organizational, project management, and customer lifecycle management skills.
• Familiarity with CRM, ticketing, and customer success platforms.
• Analytical mindset with the ability to interpret customer health, product usage, and engagement metrics.