Strategic Enterprise Customer Success Manager

Nametag; Washington (District of Columbia); Remote; USD 180,000 - 250,000; Full time

Benefits offered by this job

Remote-first

Quarterly off-sites

Flexible schedules

Equity

Job summary

The ideal candidate thrives close to customers, handles difficult conversations, and outcomes-focused thinking. This role is not a reactive support position but a strategic conductor across teams to drive retention and expansion.

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.

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 and run clear mitigation plans.
• Own renewal motions end-to-end, including forecasting, stakeholder alignment, and commercial conversations.
• Capture customer feedback and usage patterns, translating them into actionable insights for Product and Leadership.
• Advocate for best practices in identity, authentication, and account protection to help customers mature over time.

Skills

Customer Success

Renewals

Executive communication

Onboarding

Cross-functional collaboration

Tools

Pylon

HubSpot

Job description

The ideal candidate thrives close to customers, handles difficult conversations, and outcomes-focused thinking. This role is not a reactive support position but a strategic conductor across teams to drive retention and expansion.