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About the role
- Customer Success Manager owning enterprise deployments, adoption, renewals, and expansion. Supporting Britive’s cloud-native privileged access management platform and security-conscious customers.
Responsibilities
- Serve as the primary point of contact and trusted strategic advisor for a portfolio of enterprise accounts post-sale
- Build and maintain long-term relationships with technical stakeholders, security leaders, and executive sponsors
- Lead structured onboarding programs and ensure customers are deployed on time and on scope
- Host monthly technical check-ins to review platform health, address blockers, and drive adoption
- Prepare and deliver Quarterly Business Reviews demonstrating value, usage trends, and roadmap alignment
- Monitor account health, identify churn risk, and develop mitigation plans
- Own end-to-end project plans for customer deployments
- Manage timelines, action items, and follow-ups
- Coordinate with Customer Success Engineers on technical implementation and configuration blockers
- Educate customers on Britive best practices, identity and access management workflows, and PAM use cases
- Coordinate with Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers
- Provide updates to the VP of Customer Success, CRO, and CEO on account status, opportunities, and escalations
- Collaborate with Sales and Pre-Sales during expansion and renewal cycles
- Advocate for customer needs through actionable product feedback
- Drive customer advocacy efforts including case studies, reference calls, and product council participation
Requirements
- 5+ years of experience in a Customer Success Manager, Technical Account Manager, or enterprise-facing post-sales role, ideally in a B2B SaaS environment
- Demonstrated track record of managing large enterprise accounts with complex, multi-stakeholder environments and multi-phase deployment projects
- Strong project management skills
- Exceptional communication and presentation skills
- Deep understanding of cybersecurity, cloud environments, and identity technologies, including PAM, IAM, IGA, SSO, and RBAC/ABAC models
- Familiarity with AWS, Azure, GCP, Okta, and Azure AD
- Experience coordinating across sales, engineering, product, and support teams and keeping senior executives informed
- Experience in a fast-paced, early-stage or high-growth startup
- Must be based in the US or Canada
- Nice to have: experience with security-focused, compliance-heavy, or regulated-industry customers
- Nice to have: familiarity with Terraform, Kubernetes, or HashiCorp Vault
- Nice to have: prior experience at a PAM, IGA, or cloud security vendor
Benefits
- Work from anywhere in the US; fully remote (US only, other areas are subject to review)
- Competitive compensation and meaningful equity
- Medical, dental, and vision insurance
- Paid parental leave benefits
- 401k (U.S.)
- Flexible + Unlimited PTO (U.S.)
- Career development opportunities and paths
- Home office and connectivity stipends
- Team socials + Offsites
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