Customer Success Manager (Enterprise Accounts)

Nametag

10d • Remote

About The Position

Nametag is a category leader in identity verification, security, and account protection, serving security-conscious enterprises where trust, reliability, and long-term partnerships are paramount. We are building a world-class, remote-first Customer Success organization focused on customer outcomes rather than just renewals. We value intellectual curiosity, collaboration, and a strong sense of responsibility in protecting enterprise security.

This role is for a Customer Success Manager responsible for the end-to-end post-sale customer relationship. The position involves managing successful onboarding, ensuring ongoing value delivery, maintaining executive alignment, and overseeing commercial renewals for a portfolio of enterprise customers. This is not a reactive support or a basic account management role; it requires a proactive approach to coordinating onboarding, guiding customers through adoption, identifying risks early, and demonstrating the measurable security and business value Nametag provides. The ideal candidate enjoys customer interaction, can handle difficult conversations, and focuses on achieving customer outcomes.

Requirements

• 3–7 years experience in Customer Success, Account Management, or Post-Sales roles in B2B SaaS.
• Direct ownership of renewals and retention, ideally in an enterprise or security-adjacent product.
• Proven experience running structured onboarding and long-term customer success motions.
• Strong executive communication skills—comfortable with CISOs, IT leaders, and senior operators.
• Ability to balance empathy with accountability: you can be a trusted partner without avoiding hard conversations.

Nice To Haves

• Experience in security, identity, IAM, or adjacent infrastructure products.

Responsibilities

• Own the overall customer relationship for a defined pod of enterprise accounts from onboarding through renewal.
• Lead structured onboarding journeys in partnership with Solutions Engineering and Support, ensuring customers reach first value quickly and correctly.
• Develop and maintain success plans aligned to customer goals, use cases, and risk profiles.
• Drive ongoing adoption through regular check-ins, Strategic Business Reviews, and proactive recommendations tied to customer security and identity outcomes.
• Act as the primary point of coordination across Support, Engineering, and Product for customer-impacting issues.
• Identify risk early (usage gaps, stakeholder churn, stalled initiatives) and run clear mitigation plans.
• Own renewal motions end-to-end, including forecasting, stakeholder alignment, and commercial conversations. Proactively identify expansion opportunities and ensure the right sales partners are engaged at the right time.
• Capture customer feedback and usage patterns, and translate them into actionable insights for Product and Leadership.
• Advocate for best practices in identity, authentication, and account protection—helping customers mature over time, not just “go live.”

What This Job Offers

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