Customer Success Manager

Summary

Join StrongDM as a Mid Market Customer Success Manager (CSM) and drive the success and growth of our mid-market and digital native customer base. Manage a portfolio of 50–80 customers, combining personalized onboarding with a tech-enabled engagement model. This hybrid role requires leading onboarding, adoption, and digital strategies, driving customer satisfaction, renewals, and expansion opportunities. You will be measured by onboarding success, adoption, retention, and expansion. The ideal candidate thrives in fast-paced environments, loves solving problems at scale, and is eager to influence digital customer success strategy. This role involves leading onboarding, adoption, and digital strategies across a large portfolio while continuously driving customer satisfaction, renewals, and identifying expansion opportunities.

Requirements

• 4+ years of experience in Customer Success or a related field, preferably within IAM/PAM or SaaS-based cybersecurity solutions
• Proven success managing a high-volume portfolio (50–80 accounts) through a hybrid of high-touch and digital strategies
• Strong understanding of IAM/PAM concepts and best practices
• Experience with tools like Catalyst, HubSpot, Salesforce—bonus if you’ve built workflows or led digital campaigns
• A data-driven mindset with strong analytical and problem-solving skills
• Excellent communication, project management, and relationship-building abilities
• Experience designing customer communication programs, short-form content, and enablement materials
• Strong organizational and time management skills, able to prioritize across individual projects and broad digital initiatives
• Passion for customer success and a collaborative spirit
• Curious and proactive in identifying and testing AI-driven tools that increase team efficiency

Responsibilities

• Onboard and manage a high-volume portfolio of mid-market and digital-native customers
• Deliver personalized onboarding experiences for streamlined offerings like “Quick Start” and “Premium Success.”
• Accelerate time-to-value through clearly defined onboarding success criteria and operational excellence
• Transition customers to a digital-led engagement model post-onboarding using CS platforms (e.g., Catalyst) and marketing tools (e.g., HubSpot)
• Design and deploy automated customer journeys, email campaigns, webinars, and customer roundtables in partnership with cross-functional teams
• Drive product adoption, reduce churn, and uncover expansion opportunities through data-informed digital campaigns
• Serve as a strategic advisor for each account through 1:1 touchpoints or digital programs, aligning with their access management goals and business outcomes
• Provide expert guidance on usage optimization, architectural best practices, and upcoming product capabilities
• Lead the development of StrongDM’s digital customer success foundation, including tooling evaluation and implementation
• Partner cross-functionally to develop scalable resources such as short-form training content and workshops
• Incorporate and experiment with AI tools to scale the efficiency and impact of customer success engagement
• Proactively monitor customer health and usage data to identify and address risks or opportunities
• Deploy digital interventions or targeted outreach to improve customer health and mitigate churn
• Track and report on key customer success metrics, including onboarding success, retention, and customer lifetime value (CLTV)
• Showcase the value and outcomes of digital programs and CSM-led strategies across the portfolio
• Gather and analyze customer feedback through surveys, interviews, and ongoing interactions
• Share actionable insights with internal teams to influence product development and enhance the customer journey

Preferred Qualifications

• Proven ability to lead technical onboarding and adoption projects
• Familiarity with managing and working on infrastructure platforms like HashiCorp Vault, CyberArk, Okta, Entra ID, or StrongDM-like solutions
• Familiarity with secure access patterns (e.g., Bastion, ZTNA), networking, and SaaS architecture

Benefits

• Medical, dental, and vision insurance (free to employees and dependents)
• 401K, HSA, FSA, short / long-term disability coverage, life insurance
• 6 weeks of combined accrued vacation + sick time
• Volunteer days + standard holidays + paid parental leave
• Generous monthly and annual stipend for internet + home office
• Equity in a fast-growing startup
• No travel required