Strategic CSM for Identity & Access Platform

Descope; Dallas (TX); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision

401k plan

Internet stipend

Paid lunches

Professional development budget

Job summary

Descope is seeking a Customer Success Manager to own a book of business across enterprise and mid-market customers. You will partner with our CS Engineers to drive adoption, retention, and expansion, from onboarding through renewal.

You'll be an equal parts operator and relationship builder, managing a diverse book of business and delivering measurable outcomes for customers in a fast-moving startup environment.

Qualifications

• 5+ years in a customer-facing post-sales role, with 3+ years specifically in Customer Success Management (CSM, Strategic Account Manager, or equivalent)
• Demonstrated experience managing a diverse book of business across customer segments, including enterprise and commercial accounts
• Proven track record of hitting or exceeding retention and expansion targets (NRR, GRR) in a SaaS environment
• Background in developer tooling, security, identity/access management, or infrastructure software strongly preferred

Responsibilities

• Own a portfolio of customers across segments from onboarding to renewal.
• Orchestrate onboarding projects for large enterprise customers and drive first value milestones.
• Drive product adoption, retention, and expansion by aligning Descope's solutions to customer goals.
• Conduct regular business reviews with key stakeholders and surface value.
• Monitor health signals and intervene to address risks before churn.
• Own escalation management and coordinate with engineering, product, and support.
• Build relationships across levels and partner with Sales on renewals and expansion.
• Advocate for product improvements based on customer feedback.

Skills

Post-sales experience

CSM

Enterprise & mid-market

Retention & expansion

Executive communication

Tools

Gainsight

ChurnZero

Totango

Salesforce

HubSpot

BI/Reporting tools

Job description

Descope is seeking a Customer Success Manager to own a book of business across enterprise and mid-market customers. You will partner with our CS Engineers to drive adoption, retention, and expansion, from onboarding through renewal.

You'll be an equal parts operator and relationship builder, managing a diverse book of business and delivering measurable outcomes for customers in a fast-moving startup environment.