One Identity

Customer Success Manager

One Identity

full-time

Posted on:

Location Type: Remote

Location: Singapore

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer.
  • Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders
  • Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge, and provides a premium customer experience
  • Identifies and creates solutions to address CS needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics.
  • 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 improve their scores continually.
  • Facilitate Quarterly Business Reviews (QBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities.
  • 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.
  • Work with the channel and sales account managers to jointly develop business and technical champions within the customer organization.

Requirements

  • 2-3 years’ experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption.
  • Italian speaking is required for this role.
  • 2+ 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.
  • Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
  • Ability to manage executive relationships and discussions (VP/CxO)
  • Strong knowledge of Customer Success best practices, with experience in defining processes and providing enablement programs to promote adoption in CS and across the company
  • Excellent organizational skills and ability to establish milestones and keep success plans on task.
  • 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.
  • English and Chinese languages (Mandarin/Cantonese) are preferred
Benefits
  • Professional development opportunities
  • Health and wellness prioritization

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 solutionsvalue-driven solutionsrecurring revenue sales modelsrenewal processes
Soft skills
relationship managementcommunicationorganizational skillsmentorshipproblem-solvingchange managementcustomer engagementstrategic alignmentcoaching