Manager, Scaled Customer Success

United States Digital Space LLC; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity

Health, dental, vision benefits

Job summary

The World’s Identity Company is seeking a Manager, Customer Success for its Scale CS Team. You will lead an early-career group, mentor teammates, and drive scale customer success plays that improve security posture and time-to-value for customers.

You will collaborate with Sales, Support, Product, and CS Operations to optimize outcomes. A remote-friendly, hybrid work environment and California-based OTE are emphasized.

Qualifications

• 8+ years of relevant experience with a Bachelor’s degree, or equivalent combination of education and work experience.
• 6+ years in Customer Success. Experience in a pooled/scaled Customer Success team, and/or experience with Digital Customer Success, is a plus.
• 2+ years of managerial / leadership experience, or equivalent.
• Proven track record onboarding, nurturing and growing an early-in-career team.
• Experience leading effectively in a dynamic, high-growth environment with both in-person and remote teams.

Responsibilities

• Be a coach and mentor to emerging CSMs and help them grow.
• Lead your team in Scale CS plays focused on security features and feature adoption.
• Use AI/automation to improve efficiency and reduce manual work.
• Foster a culture that encourages calculated risk-taking and fast, high-judgment decisions.
• Define success metrics, provide regular feedback, and collaborate with Sales, Support, and Product.
• Work with CS Operations and Digital Success to grow the Scale CS program.

Skills

Leadership

People management

Communication

Cross-functional collaboration

Data-driven decisions

Remote team leadership

Process improvement

Strategic thinking

Education

Bachelor’s degree

Job description

**Secure Every Identity, from AI to Human

**Identity is the key to unlocking the potential of AI. the company secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Get to know the company

the company is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. Because you can't get AI security right without getting identity right, the company secures the modern AI workforce by turning autonomous agents and AI tools into managed, verifiable identities within a single, unified control plane.

At the company, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

the company’s Scale Customer Success Team

the company’s Scale Customer Success team is rapidly expanding its scope, with a focus on driving outcomes to help customers achieve elevated security posture and accelerated time to value. You will be a part of leading a world-class CS team that is responsible for the adoption of the company’s critical differentiating features, supporting outcome based success planning, and focusing on risk mitigation for the company’s customers…at Scale. Where possible, our teams will follow standardized playbooks that have been proven to maximize the success of achieving our customers' security outcomes, but will remain flexible to ensure we are meeting the needs of the customer where they are throughout their lifecycle. The success of this team means higher customer happiness, retention and expansion of the company business.

About this role

As Manager, Customer Success for the company’s Scale CS Team, you will lead a team earlier in career talent to deliver outcomes for our customers that are supported by a Scale (pooled) CS engagement model. You will mentor and coach the team, drive Scale Customer Success plays, and ultimately will be responsible for your team’s performance against customer health/adoption, and renewal and growth target goals.

What you will be doing as a Manager, Customer Success at the company:

• You'll be a coach and mentor: Help emerging CSMs ramp quickly and then continue to grow and refine their skills.

• You'll drive customer success: Lead your team in executing Scale CS plays focused on critical security features, Identity Maturity, and key feature adoption. You're aiming to drive efficiency and effectiveness, ultimately maximizing retention and expansion.

• You’ll optimize with AI: Constantly look for ways to deconstruct traditional workflows, leveraging automation and AI tools to save manual hours and drive team-wide efficiency.

• You’ll foster an the company culture: Cultivate a culture of calculated risk-taking, encouraging your team to make fast, high-judgment decisions, break down slow "one-size-fits-all" processes to drive unique outcomes.

• You'll set goals and give feedback: Define what success looks like for your team, check in with them regularly, and offer constructive feedback to help them shine.

• You’ll be a team player: Work with other leaders across the company (Sales, Support, Product, etc.) to make sure everyone is successful and customers get the best outcomes.

• You'll improve things: Look for ways to make the team's processes better and more efficient.

• You'll be the point person: Step in and help resolve customer issues when needed.

• You’ll partner to continue to build: Close relationship with CS Operation and Digital Success, to grow the long-term success of the Scale CS program.

What you’ll bring to the role

• 8+ years of relevant experience with a Bachelor’s degree, or equivalent combination of education and work experience.

• 6+ years in Customer Success. Experience in a pooled/scaled Customer Success team, and/or experience with Digital Customer Success, is a plus.

• 2+ years of managerial / leadership experience, or equivalent.

• A proven track record and motivation for onboarding, nurturing and growing an early-in-career team. Passion for leading high-performance teams, coaching to develop skills, and helping to chart career paths.

• Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment, and working with both in-person and remote teams.

• Clear communicator, who leverages data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints verbally and in writing

• Excellent presentation skills, with a passion for explaining complex technical concepts in a digestible manner and for coaching your team to do the same

• Demonstration of operational excellence in analytical thinking, process improvement, problem-solving, communication, delegation, and planning

• Ability to collaborate across the organization and with external stakeholders

• Experience successfully engaging and working with customers including IT administrators up to executives

• Strong operational skills that will drive organizational efficiencies and customer satisfaction

• Experience with the company is a huge plus

Core Competencies and Values

the company’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our the company values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:

• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

• Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

• Develops Talent: Developing people to meet both their career goals and the organization’s goals.

• Drives Results: Consistently achieving results, even under tough circumstances.

• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.

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Below is the annual On Target Compensation (OTE) range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, the company offers equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applica