One Identity

Customer Success Manager

• Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer
• Establish relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns
• Gather feedback and channel it to product and engineering teams along with the business value to the customer
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of One Identity technologies
• Monitor customer health scores and their related components while assisting customers to continually improve their scores
• Facilitate Quarterly Business Reviews (QBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth
• Actively monitor customer engagement signals and sentiment; log risks and opportunities in CRM and trigger internal playbooks where applicable
• Support collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within One Identity are engaged for quick resolution
• Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience
• Identify opportunities for cross & up-sell activities for the sales teams

Software Engineer

• Lead large-scale, multi-disciplinary programs from concept through delivery, ensuring alignment with strategic goals and business priorities
• Partner with engineering, product management, operations, and executive leadership to define program scope, success metrics, and execution plans
• Establish and drive program governance, milestone tracking, risk management, and reporting mechanisms to ensure timely and high-quality delivery
• Contribute to long-term planning and roadmap development, ensuring programs are resourced appropriately and aligned with company strategy
• Continuously improve program management processes, tools, and frameworks to enhance visibility, agility, and scalability across teams
• Provide clear, concise, and actionable updates to stakeholders at all levels, including executive briefings and board-level reporting
• Build and mentor a high-performing program management team, fostering a culture of accountability, collaboration, and continuous improvement

Director, Engineering Program Management

AI Engineer

• Design and implement AI/ML model deployment pipelines on Azure (Azure ML, AKS, Azure Functions)
• Build scalable REST APIs and microservices for AI model serving using C#/.NET and Python
• Implement monitoring and automated retraining systems for production AI models
• Integrate AI solutions with Microsoft enterprise technologies (Entra ID, Microsoft 365)
• Optimize model inference performance and deployment costs
• Mentor junior team members and contribute to AI best practices

Mid Level AI Engineer

Account Manager

• Communicate, implement and execute sales activities and strategies to maximize sales bookings in line with corporate objectives
• Assume responsibility for accurately forecasting monthly, quarterly and annual bookings
• Manages existing channel partners and recruits net new target partners
• Works with channel partners to identify and qualify mutually rewarding sales activities, strategies, and business opportunities
• Provides channel partner feedback to the company to match market needs with company software products and services
• Develops, motivates and coordinates One Identity sales team and Channel sales team to optimize sales execution
• Interfaces with the channel to ensure that service level agreements are met
• Customarily and regularly engaged at client facilities

Channel Account Manager

• Selling One Identity’s IAM solutions in the enterprise market through a variety of sales and marketing activities
• Finding, developing and closing sales opportunities through a structured sales process
• Developing and maintaining relationships
• Creating and executing targeted account plans in concert with account managers and regional managers
• Coordinating and communicating with pre-sales, contracts and post-sales
• Working with channel and alliance partners to increase opportunity size and expedite closure.

Sales Account Manager

• Own end-to-end administration of the Customer Success (CS) platform (currently Gainsight), designing scalable processes and managing complex configurations
• Serve as a Gainsight platform owner, architecting plays, customer health, outreach, and measurement
• Leverage the CSM platform to automate ongoing customer outreach, drive product adoption, and drive renewals for assigned customers
• Build automated renewal collection processes for smaller transactional customers
• Design and implement advanced workflows using Rules Engine, Horizon Journeys, Success Plans, Scorecards, and Playbooks
• Leverage integrations with Litmos, Salesforce, Mindtickle, and other internal systems; provide input on data models via Data Designer
• Build and maintain dashboards, reports, and health score frameworks to provide visibility into customer success metrics
• Partner with Customer Success, SalesOps, Product, and IT to gather requirements and deploy scalable solutions
• Proactively identify opportunities to improve platform usability, efficiency, and data integrity
• Maintain platform best practices and compliance with enterprise standards for documentation, change management, and security
• Provide internal training, onboarding, and support for Gainsight users at all levels
• Stay current with product releases and roadmap to assess impacts and enhancements

Customer Success Manager – Small-Medium Business

• Communicate, implement and execute sales activities and strategies to maximize sales bookings in line with corporate objectives.
• Assume responsibility for accurately forecasting monthly, quarterly and annual bookings.
• Manages existing channel partners and recruits net new target partners.
• Works with channel partners to identify and qualify mutually rewarding sales activities, strategies, and business opportunities.
• Provides channel partner feedback to the company to match market needs with company software products and services.
• Develops, motivates and coordinates One Identity sales team and Channel sales team to optimize sales execution.
• Interfaces with the channel to ensure that service level agreements are met.
• Customarily and regularly engaged at client facilities.
• Remote based role in the northeast; travel required to support channel activities with partners, prospects and customers throughout the region to drive bookings growth.

Channel Account Manager, Software

Sales

• Manage and lead a sales team covering the Eastern US region to drive bookings growth
• Engage in leading the sales team to proper pipeline creation and quarterly bookings success
• Provide direction, development and inspiration to team members
• Manage the hiring, staffing and maintaining of a diverse and effective workforce
• Responsible for career development/planning, performance and pay discussions of team members
• Manage software field sales members selling the organization’s software products or services to named/strategic accounts
• Customarily and regularly engage at client and partner facilities and organize cross-functional teams’ engagement with accounts
• Assume responsibility for accurately forecasting monthly, quarterly and annual bookings and sales objectives
• Participate with the reps throughout the account planning process and support customers and prospects across the region

Regional Sales Director, Software

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

• 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.

Customer Success Manager

Director, Engineering Program Management

Mid Level AI Engineer

Channel Account Manager

Sales Account Manager

Customer Success Manager – Small-Medium Business

Channel Account Manager, Software

Regional Sales Director, Software

Senior Software QA Engineer

Senior Software QA Engineer

Senior Customer Success Manager

Director Customer Success Ops