Customer Success Manager

Descope•Los Altos, CA

About The Position

About Descope Descope is a developer-first authentication and identity platform that enables teams to build secure, seamless user journeys with ease. Our drag and drop approach simplifies authentication, including MFA, SSO, and user provisioning, so companies can focus on building great products. The Descope CIAM platform allows organizations to design and customize end to end user journeys, from authentication and authorization to identity management, using no or low code workflows. Thousands of developers and hundreds of companies use Descope to improve onboarding and retention with passwordless authentication, strengthen security with MFA, and unify identities across customer facing applications. We’re building the future of Customer Identity and Access Management, helping organizations deliver better onboarding, stronger security, and higher user retention. What You’ll Do Own the end to end post sales relationship across enterprise, mid market, and SMB customers, acting as a trusted advisor throughout the customer lifecycle. Drive adoption, retention, and expansion by aligning Descope’s platform to customer business goals. Lead executive and quarterly business reviews, clearly demonstrating value and identifying growth opportunities. Monitor customer health signals such as usage, engagement, and support activity, proactively addressing risks before they impact retention. Own and manage escalations, partnering with engineering, product, and support to ensure fast and effective resolution. Build strong relationships across all levels, from practitioners to executive stakeholders.\ Act as the voice of the customer internally, influencing product direction, documentation, and overall customer experience. Partner closely with Sales, Marketing, Product, and Customer Success Engineering to drive seamless handoffs, expansion opportunities, and customer advocacy. As the company grows, help hire, onboard, and mentor future CSMs. Design and scale the Customer Success function from the ground up, including: -Tiered engagement models based on customer size and complexity - Playbooks across onboarding, adoption, renewal, and expansion - Health scoring, success metrics, and reporting cadences - Scalable processes for escalation management and customer communication

Requirements

5+ years in customer facing roles, with 3+ years in Customer Success or similar roles in SaaS.
Experience managing a diverse book of business across enterprise and commercial customers.
Proven track record of driving retention, expansion, and customer outcomes.
Experience building or improving Customer Success processes, not just operating within them.
Strong executive presence and communication skills, with the ability to engage both technical teams and C level stakeholders.
Analytical and data driven, comfortable using metrics to guide decisions and identify risk.
Highly organized, able to manage multiple customers and priorities effectively.
Comfortable operating in ambiguity and building structure where none exists.
Solid technical aptitude, with the ability to understand customer implementations and collaborate with engineering teams.

Nice To Haves

Experience as an early or first Customer Success hire.
Background in developer tools, security, infrastructure, or CIAM.
Familiarity with authentication and identity concepts such as OAuth, OIDC, SAML, MFA, and SSO.
Experience with CS platforms like Gainsight, ChurnZero, or Totango, and CRM tools like Salesforce or HubSpot.
Exposure to BI tools and customer health dashboards.
Experience mentoring or leading other Customer Success team members.
Familiarity with compliance and security standards such as SOC 2, GDPR, or CCPA.

Responsibilities

Own the end to end post sales relationship across enterprise, mid market, and SMB customers, acting as a trusted advisor throughout the customer lifecycle.
Drive adoption, retention, and expansion by aligning Descope’s platform to customer business goals.
Lead executive and quarterly business reviews, clearly demonstrating value and identifying growth opportunities.
Monitor customer health signals such as usage, engagement, and support activity, proactively addressing risks before they impact retention.
Own and manage escalations, partnering with engineering, product, and support to ensure fast and effective resolution.
Build strong relationships across all levels, from practitioners to executive stakeholders.\ Act as the voice of the customer internally, influencing product direction, documentation, and overall customer experience.
Partner closely with Sales, Marketing, Product, and Customer Success Engineering to drive seamless handoffs, expansion opportunities, and customer advocacy.
As the company grows, help hire, onboard, and mentor future CSMs.
Design and scale the Customer Success function from the ground up, including: -Tiered engagement models based on customer size and complexity - Playbooks across onboarding, adoption, renewal, and expansion - Health scoring, success metrics, and reporting cadences - Scalable processes for escalation management and customer communication

Benefits

Health, sorted: Medical, dental, and vision with strong coverage and flexible HSA and FSA options
Feel good, actually: Mental health support and wellness resources when you need them
Future you will thank you: 401k plan with employer support to help you build long term
We’ve got your back: Company paid life and disability insurance for extra peace of mind
More money in your pocket: Tax advantaged benefits for healthcare and dependent care
Life happens & we support it: Family planning, fertility support, maternity leave, and lifestyle perks
Stay connected: Monthly internet allowance to support your work from anywhere
Lunch is on us: Paid lunches when you’re working from the office
Keep growing: Budget and opportunities for personal development, including courses and conferences

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