Enterprise Customer Success Manager (IAM & Security) - Remote

Chris Baily; New York (NY); On-site; USD 100,000 - 170,000; Full time

Job summary

Nametag is hiring a Customer Success Manager to own the post-sale customer relationship end-to-end, covering onboarding, value delivery, executive alignment, and renewals across a portfolio of enterprise customers.

This role is not a reactive support position; you are the conductor who guides customers through adoption milestones, surfaces risk early, and ensures 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.
• 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

Customer relationship management

Onboarding

Renewals management

Cross-functional collaboration

Tools

HubSpot

Pylon

Job description

Nametag is hiring a Customer Success Manager to own the post-sale customer relationship end-to-end, covering onboarding, value delivery, executive alignment, and renewals across a portfolio of enterprise customers.

This role is not a reactive support position; you are the conductor who guides customers through adoption milestones, surfaces risk early, and ensures measurable security and business value over time.