Customer Success Manager

Britive

29d•$120,000 - $150,000•Remote

About The Position

Britive is seeking a Customer Success Manager to serve as the strategic anchor for a portfolio of enterprise accounts. This role owns the entire post-sale relationship, focusing on renewals, onboarding, technical check-ins, and executive business reviews. The ideal candidate will thrive in a cross-functional environment, coordinating with various internal teams and keeping senior leadership informed of account health and opportunities. This position requires strong problem-solving skills, the ability to build customer trust, and a proactive approach in a high-growth startup setting.

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: you run structured programs, own timelines, and follow through relentlessly.
Exceptional communication and presentation skills — you can run a room of CISOs and a room of engineers with equal confidence.
Deep understanding of cybersecurity, cloud environments, and identity technologies — including PAM, IAM, IGA, SSO, and RBAC/ABAC models.
Familiarity with cloud platforms (AWS, Azure, GCP) and identity providers such as Okta and Azure AD.
Experience coordinating across multiple internal teams (sales, engineering, product, support) and keeping senior executives informed with crisp, concise communication.
Experience in a fast-paced, early-stage or high-growth startup; you know how to operate with limited resources and build process where none exists.
Must be based in the US or Canada.

Nice To Haves

Background working with security-focused, compliance-heavy, or regulated-industry customers (financial services, healthcare, government).
Familiarity with infrastructure tools such as Terraform, Kubernetes, or HashiCorp Vault.
Prior experience at a PAM, IGA, or cloud security vendor.

Responsibilities

Serve as the primary point of contact and trusted strategic advisor for a portfolio of enterprise accounts post-sale.
Build and maintain deep, long-term relationships with technical stakeholders, security leaders, and executive sponsors.
Lead structured onboarding programs to ensure customers are deployed on time, on scope, and set up for measurable success.
Host monthly technical check-ins with key customer stakeholders to review platform health, address blockers, and drive adoption.
Prepare and deliver Quarterly Business Reviews (QBRs) with executive and key stakeholders that clearly demonstrate value, usage trends, and roadmap alignment.
Proactively monitor account health, identify churn risk early, and develop mitigation plans before issues escalate.
Own the end-to-end project plan for customer deployments, ensuring milestones are hit and stakeholders are aligned throughout.
Manage timelines, action items, and follow-ups with precision.
Coordinate closely with Britive Customer Success Engineers to drive technical implementation and resolve configuration blockers.
Educate customers on Britive best practices, identity and access management workflows, and PAM use cases relevant to their environment.
Serve as the connective tissue between customers and internal teams — including Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers — to ensure seamless handoffs and consistent customer experience.
Provide regular, structured updates to the VP of Customer Success, CRO, and CEO on account status, strategic opportunities, and escalation items.
Collaborate with Sales and Pre-Sales during expansion and renewal cycles to ensure accurate scoping and smooth transitions.
Advocate for customer needs internally, translating field insights into actionable product feedback.
Drive customer advocacy efforts including case studies, reference calls, and product council participation.