Enterprise CSM: Outcomes & Renewals Leader

Nametag; Raleigh (NC); Remote; USD 210,000 - 240,000; Full time

Benefits offered by this job

Remote-first

Quarterly off-sites

Flexible schedules

Job summary

Nametag is a remote-first company focusing on identity security. Nametag Customer Success Manager owns the post-sale relationship end-to-end, including onboarding, value delivery, executive alignment, and renewals for a portfolio of enterprise customers.

This is not a reactive support role. You’ll coordinate onboarding with Solutions Engineering and Support, drive adoption milestones, surface risk early, and ensure measurable security and business value over time.

Qualifications

• 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.

Responsibilities

• 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.”

Skills

Executive communication

Renewals ownership

Onboarding

Strategic planning

Customer empathy

Job description

Nametag is a remote-first company focusing on identity security. Nametag Customer Success Manager owns the post-sale relationship end-to-end, including onboarding, value delivery, executive alignment, and renewals for a portfolio of enterprise customers.

This is not a reactive support role. You’ll coordinate onboarding with Solutions Engineering and Support, drive adoption milestones, surface risk early, and ensure measurable security and business value over time.