One Identity

QA Engineer

• Ensure OneLogin product is delivered with high quality and meets customer expectations
• Collaborate with other technical staff to deliver consistently reliable hosted, on-prem, desktop, and mobile software solutions
• Managing test cases; defining test scenarios, preconditions, test steps, expected results, test prioritization, and risk assessment
• Execution of automated and manual test cases to validate release candidates, release execution processes, and released software and platform changes
• Programming of automated tests that perform test cases which evaluate expected results against actual results
• Working in an agile scrum process; refine requirements, assess effort, test development and execution, documentation and reporting, perform demos, and retrospectives
• Close cooperation with a globally distributed team of developers, testers, architects, escalation engineers and platform engineers (may require occasional flexibility to accommodate overlap time)

Senior Software QA Engineer

• Ensure One Identity Cloud products are delivered with high quality and meet customer expectations
• Manage test cases: define test scenarios, preconditions, test steps, expected results, test prioritization, and risk assessment
• Execute automated and manual test cases to validate release candidates, release execution processes, and released software and platform changes
• Code automated tests that evaluate expected results against actual results
• Work in an agile scrum process: refine requirements, assess effort, test development and execution, documentation and reporting, perform demos, and retrospectives
• Close cooperation with a globally distributed team of developers, testers, architects, escalation engineers and platform engineers and occasionally accommodate overlap time
• Collaborate with other technical staff to deliver consistently reliable hosted, SaaS solutions that support users

Customer Success Manager

• Own responsibility of working with customers to ensure they get the most value possible
• Manage a portfolio of accounts throughout the customer lifecycle—from deployment and adoption through value realization and renewal
• Drive and measure customer satisfaction and retention
• Surface up-sell and cross-sell leads to partners and Account Managers
• Support renewal contracting processes and stay informed on One Identity’s product portfolio
• Build joint plan for success with customers and maintain detailed understanding of customer’s business
• Monitor customer health scores and assist customers to improve their scores
• Facilitate Quarterly Business Reviews (QBRs) in collaboration with Account Management
• Act as an escalation point for high-impact customer issues
• Implement scalable programs and process improvements to drive efficiency and improve customer experience
• Identify opportunities for cross & up-sell activities
• Work the channel and sales account managers to jointly develop business and technical champions

Senior Customer Success Manager

• Strategy & Planning: Partner with CS leadership to define and execute the Customer Success strategy. Develop and manage KPIs, dashboards, and reporting to track team performance and customer health. Lead annual planning, headcount modeling, and forecasting for the CS organization.
• Process Optimization: Design and implement scalable processes across the customer lifecycle (onboarding, adoption, renewal, expansion). Identify and eliminate operational bottlenecks to improve team efficiency and customer satisfaction. Coordinate collaboration with our partners amongst the different customer success groups (technical support, professional services & customer success).
• Technology & Tools: Own the CS tech stack (e.g., Gainsight, Salesforce, Zendesk) and ensure tools are optimized for productivity. Evaluate and implement new technologies to support CS initiatives.
• Data & Insights: Analyze customer data to identify trends, risks, and opportunities. Provide actionable insights to CS leadership and cross-functional partners (Product, Sales, Marketing).
• Enablement & Training: Develop onboarding and ongoing training programs for CS team members. Work with the broader enablement team to ensure repurposing of training materials to drive efficiency in the org. Ensure consistent adoption of best practices and processes across the team.
• Cross-Functional Collaboration: Act as a liaison between Customer Success and other departments to align on customer-centric initiatives. Support strategic projects such as Voice of the Customer, Product Adoption Measurement, Executive Sponsor program, and customer journey mapping. Work with our channel team to ensure communication and operational plans include the partners.

Senior Software QA Engineer

Senior Software QA Engineer

Senior Customer Success Manager

Director Customer Success Ops