Enterprise CSM: Outcome-Driven Success Leader (Remote)

Nametag; New York (NY); Teletrabalho; USD 200 000 - 250 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote-first

Off-sites

Flexible schedules

Resumo da oferta

Nametag is a category leader in identity verification, security, and account protection. We are building a remote-first Customer Success organization that takes real ownership of customer outcomes—not just renewals on a spreadsheet.

We’re hiring a Customer Success Manager to own post-sale relationships end-to-end, guiding onboarding, adoption milestones, and renewal conversations across a portfolio of enterprise customers.

Qualificações

• 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.

Responsabilidades

• 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.
• 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".

Conhecimentos

Customer Success

Renewals & retention

Executive communication

Ferramentas

Pylon

HubSpot

Descrição da oferta de emprego

Nametag is a category leader in identity verification, security, and account protection. We are building a remote-first Customer Success organization that takes real ownership of customer outcomes—not just renewals on a spreadsheet.

We’re hiring a Customer Success Manager to own post-sale relationships end-to-end, guiding onboarding, adoption milestones, and renewal conversations across a portfolio of enterprise customers.