Enterprise Customer Success Manager
About The Position
SecureAuth is an enterprise identity security company building the authorization layer for the agentic AI era. Our flagship Agent Authority product, built on a Microperimeter™ architecture, delivers continuous, transaction-level authorization for AI agents and non-human identities — extending the identity and access management platform that already secures workforce and customer identities across regulated industries. We are backed by K1 Investment Management and partner with leading enterprises across financial services, healthcare, and the Fortune 500. We're looking for an experienced Enterprise Customer Success Manager to partner with our most strategic customers as a trusted advisor. In this role you'll own a portfolio of enterprise accounts, guiding customers through their post-sales journey, deepening adoption, protecting and growing revenue, and rebuilding trust where it's needed most. This is a consultative, technically credible role: our customers are sophisticated identity and security buyers, and you'll be their primary counterpart across a customer organization that spans Customer Success, Professional Services, Customer Experience Engineering, and Support. Success requires the judgment to turn around at-risk relationships, the fluency to hold a substantive conversation about identity security, and the ability to orchestrate cross-functional teams to deliver measurable outcomes.
Requirements
- 5+ years in Enterprise Customer Success, Renewals, or a comparable post-sales role managing mid-market to enterprise accounts; experience in identity, security, or another regulated/technical domain strongly preferred.
- Working knowledge in identity and access management concepts — authentication and authorization, SSO, MFA, passkeys, adaptive access, and identity lifecycle management — with the ability to hold a credible technical conversation with security and IAM buyers.
- Understanding of both on-premises and cloud deployment models.
- Demonstrated experience managing enterprise portfolios, including renewals, positioning services, and generating upsell/cross-sell pipeline.
- A track record of building trusted relationships with executive stakeholders, including C-level leaders, and presenting strategic recommendations to executive audiences.
- Proven ability to turn around at-risk accounts and rebuild damaged relationships — not just monitor health dashboards.
- Strong grasp of customer success best practices: lifecycle management, health monitoring, success planning, and churn mitigation.
- Strong problem-solving, issue management, and crisis-communication skills in complex, high-stakes customer environments.
- A collaborative, hands-on approach and a genuine passion for helping customers succeed in fast-evolving environments.
Responsibilities
- Build and maintain trusted relationships with enterprise customers, developing a deep understanding of their business goals, security priorities, and success metrics.
- Serve as the primary post-sales contact, guiding customers throughout their lifecycle and ensuring they achieve measurable business outcomes with our platform.
- Drive adoption, engagement, and product value through proactive success planning and strategic account management.
- Lead Executive Business Reviews (EBRs) and engage confidently with C-level and technical stakeholders to demonstrate business value, discuss strategic initiatives, and strengthen partnerships.
- Own account health end to end: identify risk early, build and execute turnaround plans for at-risk accounts, and rebuild trust following escalations or delivery challenges.
- Quarterback delivery across Professional Services, Customer Experience Engineering, and Support to resolve issues and move customers toward their target outcomes.
- Manage customer escalations from initiation through resolution, coordinating cross-functional teams to ensure timely communication and successful outcomes.
- Act as the customer advocate by gathering feedback and partnering with Product and Engineering to influence the roadmap — including emerging agentic AI and non-human identity capabilities.
- Own the renewal lifecycle for assigned accounts, including forecasting, managing quotes, and driving successful renewals directly or through channel partners.
- Identify expansion opportunities, generate upsell and cross-sell pipeline, and partner with Sales to grow existing accounts.
- Educate customers on new capabilities, feature releases, and best practices to maximize platform adoption.
- Partner with internal leadership to support executive sponsorship programs and strengthen long-term strategic relationships.
- Travel occasionally to support customer meetings and strategic business initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
