Enterprise Customer Success Architect: Outcomes & Renewals

Glasswing Ventures; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

Nametag is seeking a Customer Success Manager to own post-sale relationships for a portfolio of enterprise customers in a remote-first setting. You will guide onboarding, adoption milestones, risk management, and renewal conversations to deliver measurable security and business value over time.

You will partner with Solutions Engineering, Support, Product, and Sales to drive first value, ongoing outcomes, and renewals, aligning executives and stakeholders on success plans and expansion

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.
• Bonus: Experience in security, identity, IAM, or adjacent infrastructure products.

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. Proactively identify expansion opportunities and ensure the right sales partners are engaged at the right time.
• 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 management

Onboarding expertise

Cross-functional collaboration

Security awareness

Tools

HubSpot

Pylon

Job description

Nametag is seeking a Customer Success Manager to own post-sale relationships for a portfolio of enterprise customers in a remote-first setting. You will guide onboarding, adoption milestones, risk management, and renewal conversations to deliver measurable security and business value over time.

You will partner with Solutions Engineering, Support, Product, and Sales to drive first value, ongoing outcomes, and renewals, aligning executives and stakeholders on success plans and expansion