Senior Customer Success Manager
Global Payments Inc.
Customer Success Manager
One Identity
full-time
Posted on:
Location Type: Hybrid
Location: Columbus • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Requirements
- 3+ years’ experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption
- 3+ years’ experience in customer management within security and/or identity solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels
- Excellent organizational skills and ability to establish milestones and keep success plans on task
- Adept at handling internal and external escalations
- Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers
- Experience in leading, adopting and driving change internally or externally
- Experience in identifying, translating and prioritizing customer issues and needs into business or solution requirements
- Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans
- An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage
- Must be able to work from our office located in Dublin, OH
Benefits
- Health insurance
- 401(k) matching
- Remote work options
- Professional development opportunities
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successtechnical account managementsales engineeringcustomer managementsecurity solutionsidentity solutionscross-sellingup-sellingCRMrecurring revenue sales models
Soft skills
organizational skillscommunicationrelationship buildingescalation handlingchange managementproblem solvingcustomer engagementstrategic alignmentmilestone establishmenttrusted advisor
