Customer Success Manager

Descope • Los Altos, CA

9d

About The Position

About Descope Descope is a developer-first identity provider for customers, partners, and AI agents. Our drag-and-drop approach to identity enables developers to easily deploy authentication, MFA, SSO, and MCP/AI agent authentication without writing custom code. Descope is trusted by over 1000 organizations in production, including GoFundMe, Databricks, GoodRx, Linktree, and You.com. The company has $88M in seed funding led by Lightspeed and Notable Capital. We're "descoping" authentication plumbing from developers' daily lives while helping organizations turn identity into a business enabler. Come join us!

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a related customer-facing role, ideally supporting scaled, SMB, or long-tail customer segments
• Experience managing a portfolio of customers through one-to-many, digital, or tech-touch engagement strategies
• Hands-on experience with CRM, business intelligence, and customer health platforms (e.g., HubSpot, Looker, Customer Health Score Platforms, or similar)
• Experience creating scalable customer programs such as webinars, office hours, lifecycle campaigns, playbooks, or customer education resources
• Experience designing, configuring, or improving customer lifecycle programs, automation workflows, or Customer Success processes
• Proven ability to drive customer adoption, retention, and growth outcomes
• Strong communication skills with the ability to collaborate effectively with technical teams, business stakeholders, and customer champions
• Highly organized with the ability to manage multiple customers, priorities, and competing initiatives
• Comfortable operating in ambiguity and building structure where needed
• A builder mindset with a passion for creating scalable Customer Success programs, improving processes, and continuously enhancing the customer experience
• Solid technical aptitude with the ability to understand customer implementations and partner with engineering teams

Nice To Haves

• Background in developer tools, security, infrastructure, or CIAM
• Familiarity with authentication and identity concepts such as OAuth, OIDC, SAML, MFA, and SSO
• Familiarity with compliance and security standards such as SOC 2, GDPR, or CCPA

Responsibilities

• Own a scaled customer portfolio
• Manage a shared pool of business customers rather than a fixed book of accounts, using customer health signals such as usage, engagement, support activity, and renewal timing to prioritize daily work
• Work through a prioritized queue to identify accounts where adoption has stalled, usage has declined, renewal risk is increasing, or expansion opportunities exist
• Let data and customer feedback—not gut feel—drive how you spend your time across a large customer portfolio
• Drive customer adoption and retention through scaled engagement
• Reach customers through scaled channels including email, calls, webinars, office hours, and lifecycle campaigns to help them realize value from Descope without a dedicated 1:1 engagement model
• Identify customer risks and opportunities, partnering with Customer Success Engineering, Support, Product, and other teams to understand root causes and drive the right next steps
• Identify customer growth opportunities and collaborate with Sales and Account Executives to support retention and expansion efforts
• Enable scalable customer onboarding and operations
• Support customer onboarding and implementation by creating repeatable guides, workflows, and resources that help customers successfully adopt Descope
• Partner with Customer Success Engineering and internal stakeholders to coordinate customer implementations, troubleshoot operational challenges, and drive successful outcomes
• Continuously improve the scaled Customer Success motion
• Design and optimize customer lifecycle programs and automated workflows using customer data and internal systems to improve adoption, reduce manual work, and scale Customer Success
• Use customer health, adoption, and operational data from business intelligence and customer analytics platforms (e.g., Looker and FunnelStory) to identify trends, uncover friction points, and provide actionable insights to leadership
• Collaborate cross-functionally
• Partner closely with Sales, Marketing, Product, Customer Success Engineering, and Operations to deliver a seamless customer experience and drive customer adoption, advocacy, and expansion
• Surface recurring customer feedback and friction points to Product and Engineering teams to influence future improvements
• Provide regular updates on customer health, portfolio trends, risks, and opportunities
• Develop product and technical expertise
• Stay fluent in Descope’s product, common use cases, and foundational identity/security concepts to confidently guide customers
• Develop technical fluency to understand customer implementations and collaborate effectively with Customer Success Engineering and technical stakeholders

Benefits

• Medical, dental, and vision with strong coverage and flexible HSA and FSA options
• Mental health support and wellness resources
• 401k plan with employer support
• Tax advantaged benefits for healthcare and dependent care
• maternity leave
• Monthly internet allowance
• Paid lunches when you’re working from the office
• Budget and opportunities for personal development, including courses and conferences

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed