Strategic Customer Success Manager - West

Doppel Inc.; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Doppel Inc. is seeking a Strategic Customer Success Manager to manage a portfolio of high-growth customers in a fast-moving SaaS/cybersecurity environment. You’ll drive adoption, retention, and expansion while acting as a trusted advisor and advocate for customers.

You will lead onboarding, health monitoring, and strategic business reviews, partnering with Sales for upsell opportunities and ensuring measurable value realization across stakeholders.

Qualifications

• 2–5+ years in Customer Success, Account Management, or similar role in SaaS or cybersecurity.
• Strong ability to manage multiple accounts, prioritizing and driving outcomes.
• Excellent communication and relationship-building with technical and non-technical stakeholders.
• Experience in fast-moving startups with evolving priorities.
• Data-driven decision making and account health tracking.

Responsibilities

• Own a portfolio of enterprise customers, building trust-based relationships across stakeholders.
• Guide customers through onboarding, adoption, and renewal to ensure value realization.
• Monitor account health, identify risks, and mitigate churn.
• Drive product adoption through training, enablement, and best practices.
• Partner with Sales to identify and execute upsell and expansion opportunities.
• Lead customer conversations, including business reviews, highlighting impact and ROI.
• Operate efficiently across a high-volume book of business with scalable processes.
• Collaborate cross-functionally with Sales, Product, and Operations for a seamless experience.
• Surface customer feedback to influence product and operations.

Skills

Customer Success

Account Mgmt

SaaS

Cybersecurity

Onboarding

Adoption

Renewal

Upsell

Stakeholders

ROI

Job description

The Role

At Doppel, we focus on building a culture where people feel respected, supported, and trusted to do meaningful work. We value clarity, collaboration, and solving real problems for our customers and teammates.

We are looking for a Strategic Customer Success Manager to manage and grow a portfolio of high-growth customers, ensuring they achieve measurable value from Doppel’s platform. In this position, you will drive adoption, retention, and expansion while acting as a trusted advisor and advocate for your customers.

What You Will Do

• Own a portfolio of enterprise customers, building strong, trust-based relationships across stakeholders
• Guide customers through onboarding, adoption, and renewal to ensure consistent value realization
• Proactively monitor account health, identify risks early, and take action to mitigate churn
• Drive product adoption through training, enablement, and best practices
• Partner with Sales to identify and execute on upsell and expansion opportunities
• Lead customer conversations (including business reviews) that highlight impact, outcomes, and ROI
• Operate efficiently across a high-volume book of business using scalable processes and tools
• Collaborate cross-functionally with Sales, Product, and Operations to deliver a seamless customer experience
• Surface customer feedback and insights to influence product and operational improvements

What We Are Looking For

• 2–5+ years of experience in Customer Success, Account Management, or a similar customer-facing role in SaaS or cybersecurity
• Strong ability to manage multiple accounts while prioritizing effectively and driving outcomes
• Excellent communication and relationship-building skills with both technical and non-technical stakeholders
• Experience with startup/small companies that have a fast-moving, high-growth environment with evolving priorities
• Experience with data-driven decision making and account health tracking

Traits that set you apart:

• A proactive problem solver who identifies issues early and takes ownership to resolve them
• Leads by example—demonstrates accountability, follow-through, and a high standard of execution
• Resourceful and adaptable, able to navigate ambiguity and find solutions independently
• Customer-first mindset with a strong sense of urgency and bias toward action
• Curious and motivated to continuously learn and improve

Candidates must be authorized to work in the territory in which they're working. We are not currently able to sponsor visas.

$150,000 - $190,000 OTE

We are an Equal Opportunity Employer and consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to providing reasonable accommodations to applicants and employees with disabilities. Please let us know if you require any accommodation during the application or interview process, to perform essential job functions, or to access the benefits and privileges of employment.

Salary Range

$150,000 — $190,000 USD