Enterprise Customer Success Manager: Drive Value & Renewals

Nametag; Raleigh (NC); On-site; USD 110,000 - 150,000; Full time

Job summary

Nametag is hiring a Customer Success Manager to own post‑sale relationships end‑to‑end for enterprise customers. You will coordinate onboarding, drive adoption milestones, surface risk early, and ensure measurable security and business value over time.

This is not a reactive support role; you’ll own renewal motions, forecast scenarios, and collaborate with Solutions Engineering, Support, Product, and Sales to deliver outcomes that matter to CISOs and IT leaders.

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.
• 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.

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

Customer Success

Account Management

Post-Sales

Executive communication

Security domain knowledge

Tools

HubSpot

Pylon

Job description

Nametag is hiring a Customer Success Manager to own post‑sale relationships end‑to‑end for enterprise customers. You will coordinate onboarding, drive adoption milestones, surface risk early, and ensure measurable security and business value over time.

This is not a reactive support role; you’ll own renewal motions, forecast scenarios, and collaborate with Solutions Engineering, Support, Product, and Sales to deliver outcomes that matter to CISOs and IT leaders.