Enterprise Customer Success Manager

SecureAuth• US,

2d•$114,000 - $160,000•Remote

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 that isolates and authorizes each protected resource individually, 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 are seeking an experienced Enterprise Customer Success Manager with a strong IAM technical background 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, proactively identifying risks, driving advocacy, deepening product adoption, protecting and expanding revenue, leading recovery plans for at-risk accounts, and rebuilding customer relationships when needed. The ideal candidate will have a strong background in identity and security. This is a consultative, hands-on technical role: our customers are sophisticated identity and security buyers, and you’ll be their primary counterpart, working closely with cross-functional teams including Professional Services, Product, Engineering, and Support. Success in this role requires the judgment to turn around at-risk relationships, the technical fluency to hold substantive conversations about identity security, the confidence to engage with C-suite executives, and the ability to orchestrate cross-functional teams to deliver measurable customer outcomes.

Requirements

5+ years in Enterprise Customer Success, Renewals, Technical Account Management, a comparable post-sales role managing mid-market to enterprise accounts; experience in identity, security, or another regulated/technical domain strongly preferred.
Hands-on IAM experience: OIDC/OAuth 2.0 including token exchange, SAML, SCIM, passkeys/FIDO2, adaptive access, and identity lifecycle management — including administrative fluency in at least one major IdP console (Microsoft Entra ID, Okta, or Ping) across both cloud and on-premises deployment models.
Demonstrated ability to sit with a customer's identity administrator and resolve a configuration or integration problem directly, escalating to engineering by exception rather than by default.
Experience operating inside regulated enterprises — change advisory boards, security review, privileged access provisioning — so integration friction is anticipated rather than discovered account by account.
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 — 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.
Comfort with ambiguity and agile: the early Agent Authority accounts are effectively co-development engagements, and you will be writing the playbook as you go.
Bachelor's degree in Business, or a related field, or equivalent practical experience.

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.
Work directly in the product alongside customer identity administrators — configuring policies, connecting IdPs and target applications, and troubleshooting integration issues with the customer rather than escalating by default.
Run the Agent Authority deployment motion end to end for assigned beta accounts: inventory the customer's agents and non-human identities, move policies from monitoring into active enforcement, and convert each deployment into a documented, repeatable runbook.
Translate per-account configuration findings into product requirements and published guidance, working directly with Product and Engineering.
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, owning escalations from initiation through resolution.
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 run the sales motion through closure. For a select set of named accounts, partner closely with Sales to grow existing customer relationships.
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.