Customer Success Manager

Overview

Own the post-sale relationship for a portfolio of enterprise accounts, from initial deployment through renewal and long-term expansion, for Britive's cloud-native privileged access management platform.

What you'll do

• Serve as the primary point of contact and trusted strategic advisor for a portfolio of enterprise accounts post-sale.
• Build and maintain deep, long-term relationships with technical stakeholders, security leaders, and executive sponsors.
• Lead structured onboarding programs to ensure customers are deployed on time, on scope, and set up for measurable success.
• Host monthly technical check-ins with key customer stakeholders to review platform health, address blockers, and drive adoption.
• Prepare and deliver Quarterly Business Reviews with executive and key stakeholders that demonstrate value, usage trends, and roadmap alignment.
• Proactively monitor account health, identify churn risk early, and develop mitigation plans before issues escalate.
• Own the end-to-end project plan for customer deployments, ensuring milestones are hit and stakeholders are aligned throughout.
• Manage timelines, action items, and follow-ups with precision.
• Coordinate closely with Britive Customer Success Engineers to drive technical implementation and resolve configuration blockers.
• Educate customers on Britive best practices, identity and access management workflows, and PAM use cases relevant to their environment.
• Serve as the connective tissue between customers and internal teams, including Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers.
• Provide regular, structured updates to the VP of Customer Success, CRO, and CEO on account status, strategic opportunities, and escalation items.
• Collaborate with Sales and Pre-Sales during expansion and renewal cycles to ensure accurate scoping and smooth transitions.
• Advocate for customer needs internally, translating field insights into actionable product feedback.
• Drive customer advocacy efforts including case studies, reference calls, and product council participation.

What you'll need

• 5+ years of experience in a Customer Success Manager, Technical Account Manager, or enterprise-facing post-sales role, ideally in a B2B SaaS environment.
• Demonstrated track record of managing large enterprise accounts with complex, multi-stakeholder environments and multi-phase deployment projects.
• Strong project management skills: you run structured programs, own timelines, and follow through relentlessly.
• Exceptional communication and presentation skills, able to run a room of CISOs and a room of engineers with equal confidence.
• Deep understanding of cybersecurity, cloud environments, and identity technologies, including PAM, IAM, IGA, SSO, and RBAC/ABAC models.
• Familiarity with cloud platforms (AWS, Azure, GCP) and identity providers such as Okta and Azure AD.
• Experience coordinating across multiple internal teams (sales, engineering, product, support) and keeping senior executives informed with crisp, concise communication.
• Experience in a fast-paced, early-stage or high-growth startup, operating with limited resources and building process where none exists.
• Must be based in the US or Canada.

Nice to have

• Background working with security-focused, compliance-heavy, or regulated-industry customers (financial services, healthcare, government).
• Familiarity with infrastructure tools such as Terraform, Kubernetes, or HashiCorp Vault.
• Prior experience at a PAM, IGA, or cloud security vendor.

Details

• Fully remote; work from anywhere in the US (other areas subject to review).
• Estimated base salary of $120,000 - $150,000 annually.