Fully own your book of business which will consist of 150-200 accounts totaling $2-5M ARR.
Support your customers in moving through their lifecycle touchpoints at scale, including process improvements and providing escalated support when necessary.
Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.
Provide guidance and assistance on any new documentation needed to maximize scaled success.
Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through onboarding, adoption, renewal and beyond.
Drive proactive async customer touchpoints, including new feature and roadmap updates, and find expansion opportunities at scale.
Act as an advocate for scaled customers internally.

Requirements

3+ years of experience in Scaled Customer Success, Technical Account Management, or a similar customer-facing role within a SaaS company.
Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies, as well as cybersecurity or identity management experience, are all a big plus.
3+ years of hands-on work in SQL or writing code, including custom API-based integrations, and domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, required.
Ability to interpret and utilize analytical insights is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities at scale.
Ability to multitask across a large book of business and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills.
Experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment.
Works well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality.

Benefits

Health insurance
401(k) plan
Paid time off
Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLAPI integrationscybersecurityidentity managementcloud emailGoogle WorkspaceMicrosoft 365SSOanalytical insightscustomer engagement

Soft Skills

multitaskingorganizational skillsdetail orientedtime managementcollaborationadaptabilityproblem-solvingcustomer advocacycommunicationprocess improvement