One Identity

Senior Customer Success Manager

One Identity

full-time

Posted on:

Origin:  • 🇺🇸 United States • Ohio, Virginia, West Virginia

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Job Level

Senior

Tech Stack

CloudCyber SecurityOpen Source

About the role

  • 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

Requirements

  • 6+ years’ experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption
  • 6+ years’ experience in customer management within security and/or identity solutions
  • Ability to translate business requirements into business value
  • Ability to manage executive relationships and discussions (VP/CxO)
  • Skilled in bringing in a SAE/AE/ISR to see through upsell opportunities
  • Strong knowledge of Customer Success best practices
  • Excellent organizational skills and ability to establish milestones
  • Adept at handling internal and external escalations
  • Exceptional ability to communicate and foster positive business relationships
  • Experience in leading, adopting and driving change internally or externally
  • Experience in identifying, translating and prioritizing customer issues and needs
  • Demonstrated success as a trusted advisor to senior executives in large organizations
  • 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