Customer Success Manager

Summary

Join Provision IAM, a leading software company, as a Customer Success Manager. You will build and maintain strong customer relationships, manage IAM solution implementations, and ensure client satisfaction. This role blends project management and customer relationship management, requiring collaboration with internal teams. You will guide clients through onboarding, provide ongoing support, and act as their primary point of contact. The position demands strong technical and interpersonal skills, along with experience in customer success or project management within a technical environment. Provision IAM offers a competitive salary and benefits package.

Requirements

• Possess a Bachelor’s degree in Information Technology, Business Administration, or a related field
• Have 5+ years of experience in customer success, technical support, or entry-level project management roles, preferably within a technical or SaaS-based environment
• Demonstrate familiarity with Identity Access Management concepts such as user provisioning and access control
• Possess experience in project management, with a proven ability to coordinate and manage multiple priorities and customer implementations effectively
• Have a basic understanding of IAM tools and systems
• Be able to learn and apply technical knowledge quickly, with support from internal teams
• Be proficient in using ticketing systems to manage and track customer support requests efficiently. (e.g. ClickUp, Jira)
• Possess strong interpersonal and communication skills, capable of engaging with both technical and non-technical stakeholders
• Demonstrate exceptional organizational and time-management abilities
• Possess proactive problem-solving and critical thinking skills
• Be able to work independently and thrive in a remote work environment
• Be authorized to work in the United States
• Be proficient in English, both written and spoken

Responsibilities

• Serve as the primary contact for a portfolio of clients, building strong relationships and understanding their technical and business needs
• Lead and manage IAM solution onboarding and implementation projects, collaborating with internal teams to ensure seamless integration
• Facilitate working sessions with clients to define access roles, configure systems, and troubleshoot basic technical challenges
• Coordinate project timelines and deliverables, ensuring alignment with client expectations and organizational goals
• Conduct regular check-ins and reviews (e.g., Quarterly Business Reviews) to assess progress, identify opportunities for enhancement, and address client feedback
• Collaborate with internal teams, including DevOps and Product Development, to resolve issues and deliver tailored solutions
• Monitor key performance metrics (e.g., Net Promoter Scores) and drive initiatives to enhance client satisfaction

Preferred Qualifications

• Hold certifications in project management (e.g., CAPM, PMP) or IAM-related areas
• Have exposure to authentication protocols (e.g., SSO, MFA) or directory services (e.g., Active Directory)

Benefits

• Competitive salary: $70,000 - $90,000 annually, based on experience
• Comprehensive company-paid insurance benefits
• IRA with company match
• Individualized professional development and networking budget
• Company-provided equipment for a productive remote work environment
• Flexible remote work opportunities