Britive

Customer Success Manager

• Serve as the primary point of contact and trusted strategic advisor for a portfolio of enterprise accounts post-sale.
• Build and maintain deep, long-term relationships with technical stakeholders, security leaders, and executive sponsors.
• Lead structured onboarding programs to ensure customers are deployed on time, on scope, and set up for measurable success.
• Host monthly technical check-ins with key customer stakeholders to review platform health, address blockers, and drive adoption.
• Prepare and deliver Quarterly Business Reviews (QBRs) with executive and key stakeholders that clearly demonstrate value, usage trends, and roadmap alignment.
• Proactively monitor account health, identify churn risk early, and develop mitigation plans before issues escalate.
• Own the end-to-end project plan for customer deployments, ensuring milestones are hit and stakeholders are aligned throughout.
• Manage timelines, action items, and follow-ups with precision — nothing falls through the cracks on your accounts.
• Coordinate closely with Britive Customer Success Engineers to drive technical implementation and resolve configuration blockers.
• Educate customers on Britive best practices, identity and access management workflows, and PAM use cases relevant to their environment.
• Serve as the connective tissue between customers and internal teams — including Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers — to ensure seamless handoffs and consistent customer experience.
• Provide regular, structured updates to the VP of Customer Success, CRO, and CEO on account status, strategic opportunities, and escalation items.
• Collaborate with Sales and Pre-Sales during expansion and renewal cycles to ensure accurate scoping and smooth transitions.
• Advocate for customer needs internally, translating field insights into actionable product feedback.
• Drive customer advocacy efforts including case studies, reference calls, and product council participation.