Technical Customer Success Manager [Enterprise]

ConductorOne

108d

About The Position

ConductorOne is the modern identity governance platform that makes it possible to move beyond the limitations of legacy IGA and reduce the identity attack surface with confidence. Designed for flexibility, ConductorOne provides a broad range of direct connectors to integrate with cloud, infrastructure, on-prem, and homegrown tools. The platform’s Access Fabric brings together previously siloed access and permissions data from across a company’s environment. This provides real-time visibility and dynamic access controls that allow businesses to reduce identity risks, move to just-in-time access, automate access reviews, and manage the full identity lifecycle. The platform delivers intuitive user experiences that help teams get up and running faster, using powerful automation backed by AI to significantly improve productivity. ConductorOne is trusted by forward-thinking enterprises like DigitalOcean, Instacart, NFI, Ramp, and Zscaler. We are PUMPED to expand the customer success team! Looking for someone with a technical SaaS background that thrives on getting in front of customers - whether that’s working through a complex customer configuration, collaborating with the product team to unblock a go-live, providing training to your customers or running a meeting with multiple stakeholders.

Requirements

• Experience in the IAM, IT, Security or adjacent spaces, a plus.
• 4-6 years of proven ability to onboard large sized customers with a technical product, ideally involving many system integrations.
• Program management expertise to ensure repeatable success across multiple simultaneous onboardings.
• Strong communication, presentation and leadership skills.
• Excellent organizational and project management skills.
• An understanding of the SaaS industry expectations in deploying new software.

Nice To Haves

• Ideally located on the central or east coast time zone.
• Excited to own the full customer lifecycle, proactively identify potential risks/red flags, renewals, and coordinate cross functionally to deliver on customer needs.
• Instinctively work and thrive cross functionally to support the success of Sales, Engineering and Product.
• Think for scale, learn from what we’ve encountered, analyze the data, and help further build the program.
• Be excited to help grow the company, which can mean rolling up your sleeves and pitching in on a number of areas.

Responsibilities

• Responsible for owning the customer relationship and monitoring/remediating health improvements, including business reviews and showing ROI.
• Own the sales hand-off and the full onboarding cycle, accountable to quick time to value metrics.
• Lead large customer calls with C1’s biggest customers; ability to navigate 'red tape' and big company roadblocks with ease and organization.
• Act as the project manager for onboarding & new product releases, creating project plans, coordinating tasks, & communicating status to leadership externally and internally.
• Develop a deep understanding of the technical side of our products to provide guidance and support to customers, including staying updated on new features and best practices.
• Conduct training sessions for customers to ensure they understand how to use the platform effectively, especially when it comes to more complex features.
• Work closely with Sales/AE to ensure customers are at an early stage of renewing their contract.
• Gather customer feedback on the product, services, and overall experience to inform product improvements and advocate for customer needs within the organization.
• Collaborate with internal teams, including product development, sales, and marketing, to align customer needs with the overall business strategy.

What This Job Offers

• Number of Employees: 11-50 employees