Nametag
Customer Success Manager (Enterprise Accounts)
УдалённоUnited States только
- Роль
- Поддержка
- Опыт
- Мидл
- Занятость
- Полная занятость
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Коротко по делу
Customer Success Manager with 3–7 years in B2B SaaS post-sales, account management, or customer success. Must own enterprise onboarding, adoption, renewals, retention, and executive conversations for U.S. remote enterprise accounts. Security, identity, IAM, or infrastructure experience is a bonus.
Ключевые навыки
PylonHubSpot
Чем предстоит заниматься
- 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.”
Что требуется
- 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.
- Ability to balance empathy with accountability: you can be a trusted partner without avoiding hard conversations.
- Preferred: Experience in security, identity, IAM, or adjacent infrastructure products.
- You think customer success is about measurable outcomes, not check-the-box activities.
- You’re comfortable being accountable for retention and renewal numbers.
- You enjoy driving clarity when customers are busy, distracted, or under-resourced.
- You can zoom out to strategy and zoom in to execution without losing momentum.
- You don’t wait for problems to escalate—you surface them early and deal with them directly.
Преимущества
- You’ll have real ownership.
- Your work will directly influence retention, expansion, and customer trust in a security-critical product.
- You’ll partner closely with leadership, shape how we scale Customer Success, and help define what “great” looks like for enterprise customers at Nametag.
Nametag is a workforce identity assurance platform. We verify the real human behind high-risk workforce actions at hiring, account recovery, high-privilege approvals, and anywhere AI makes it harder to trust who's actually behind a request.
Cybersecurity
Детали
Способ откликаGreenhouse
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