Specialized Success Manager

Ontic

About The Position

Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.co or follow us on LinkedIn. Ontic is seeking a Success Manager to own the full post-implementation customer lifecycle for a portfolio of mid-market and enterprise clients. This is a commercial success role responsible for driving platform adoption and measurable value, while also owning renewals and identifying expansion opportunities. This role is ideal for someone who thrives in a hunter–farmer hybrid position. You will deepen existing relationships, retain and grow revenue, and act as a trusted advisor to security leaders, while partnering closely with Sales, Product, and Services to drive outcomes. You will manage approximately 20–30 customers, serving as the primary point of accountability from onboarding through renewal and expansion.

Requirements

2+ years of experience in Customer Success or Account Management with ownership of renewals and upsell targets
Experience managing a portfolio of customers and balancing retention, growth, and adoption priorities
Comfort leading commercial conversations with senior stakeholders
Strong organizational skills and the ability to manage multiple accounts with competing priorities
Excellent communication skills, including executive-level presentations
SaaS experience required

Nice To Haves

security, intelligence, or executive protection domain experience is a strong plus
Familiarity with tools such as Salesforce, ChurnZero, Pendo, Jira, Domo, and modern AI productivity tools

Responsibilities

Drive strong platform adoption by aligning Ontic capabilities to customer security objectives and operational workflows
Proactively track customer health, usage, and outcomes, intervening early to mitigate risk
Deliver value-based conversations, including enablement sessions and executive business reviews
Own renewal forecasting and execution for your book of business, carrying a renewal and upsell target
Lead renewal conversations, negotiations, and contract execution in partnership with Sales
Identify, qualify, and progress expansion opportunities across additional Ontic products and services
Act as a strategic advisor to customers, helping them maximize ROI while positioning new solutions that support their evolving needs
Serve as the voice of the customer internally, influencing product direction, services strategy, and go-to-market priorities
Build long-term relationships that result in referenceable, advocates of Ontic
Maintain accurate forecasting, account plans, and activity tracking in Salesforce
Partner cross-functionally with Sales, Support, Product, and Services to resolve challenges and drive outcomes
Contribute to scaling the Client Success function through process improvement and tooling (SFDC, Pendo, Jira, Domo, etc.)