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

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