Senior Customer Success Manager - One Identity (Columbus, Ohio, U.S.)

One Identity•Columbus, OH

66d•Onsite

About The Position

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category. The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. You will own the responsibility of working with our customers to ensure they get the most value possible, but you will not be alone . Your team of channel partners, account managers, solution engineers, support engineers and consultants are key resources you will leverage to make sure our customers are successful. As the CSM, you will own driving and measuring the customer's satisfaction and retention. The CSM will manage a portfolio of accounts throughout the customer lifecycle-from deployment and adoption through value realization and renewal-ensuring satisfaction and long-term success. You'll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they derive measurable value from One Identity solutions. You'll also surface up-sell and cross-sell leads to our partners and Account Managers for follow-up. CSMs support renewal contracting processes and are expected to stay informed on One Identity's evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings. This position is based in our Dublin, OH office, with a requirement to work in the office 3 days a week.

Requirements

6+ years' experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption
6+ years' experience in customer management within security and/or identity solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels
Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
Ability to manage executive relationships and discussions (VP/CxO)
Skilled in bringing in a SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience
Strong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the company
Excellent organizational skills and ability to establish milestones and keep success plans on task
Adept at handling internal and external escalations
Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers
Experience in leading, adopting and driving change internally or externally
Experience in identifying, translating and prioritizing customer issues and needs into business or solution requirements
Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans
An understanding of how organizations measure value realization and drive revenue Experience in recurring revenue sales models and renewal processes is an advantage
Must be able to work from our office located in Dublin, OH

Nice To Haves

Experience in transformational Customer Success projects or experience where products shift from On-Premises to SaaS
Previous Customer Success experience in a company with B2B Software
Consistent desire to continually improve processes
Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking
Experience with AI prompting and leveraging AI tools to streamline processes

Responsibilities

Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer
Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders
Coaches peers on strategic approaches, provide mentorship for Enterprise CSMs to help them grow their knowledge and provide premium customer experience
Identifies and creates solutions to address CS needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics
Gather feedback and channel it to product and engineering teams along with the business value to the customer
Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of One Identity technologies
Monitor customer health scores and their related components while assisting customers to continually improve their scores
Facilitate Quarterly Business Reviews (QBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth
Actively monitor customer engagement signals and sentiment; log risks and opportunities in CRM and trigger internal playbooks where applicable
Support collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment
Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within One Identity are engaged for quick resolution
Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience
Identify opportunities for cross & up-sell activities for the sales teams
Work the channel and sales account managers to jointly develop business and technical champions within the customer organization

Benefits

Life at One Identity means collaborating with dedicated professionals with a passion for technology.
When we see something that could be improved, we get to work inventing the solution.
Our people demonstrate our winning culture through positive and meaningful relationships.
We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
Our team members' health and wellness is our priority as well as rewarding them for their hard work.

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