Enterprise Customer Success Manager

Summary

Join StrongDM as an Enterprise Customer Success Manager and ensure our largest customers achieve success. As the CEO of your assigned accounts, collaborate with Sales, Solutions Engineering, Support, and Product teams to maximize customer value. Deeply understand customer needs, build consensus, create deployment plans, manage expectations, and deliver on StrongDM's promises. Own the customer relationship and long-term account health. This role requires strong technical acumen, project management skills, and the ability to navigate complex customer situations. StrongDM offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• 8+ years in a Technical Account Management or Customer Success role for a product/service sold to cybersecurity teams
• Understanding of the technical concepts around Cloud or SaaS based and Identity cybersecurity products i.e. Hashicorp, Cyberark, AWS, Entra ID
• Strong grounding in project management, including onboarding, implementation, and rollout of highly technical solutions
• Savvy business sense capable of differentiating symptoms from the underlying cause and collaborating with technical teams to develop and implement the appropriate solution
• Demonstrated track record of persuading technical audiences to take action based on requirements and value provided by solutions
• Demonstrated track record of managing challenging customers or situations leading to successful outcomes
• Ability to manage large, complex projects while remaining calm under pressure and patient in challenging situations
• Be humble, unafraid to ask for help, and never assume
• Experience with Business Value Assessments (BVA) from a customer success perspective to ensure we can articulate the value realized

Responsibilities

• Act as a trusted advisor and consultant to our customers
• Lead kickoff and planning calls to determine customer requirements, goals, and define a deployment project plan to drive the rollout to success completion
• Work directly with your technical counterpart (Customer Success Architect)  to map customers’ objectives to concrete steps in the implementation and deployment plan, as well as drive prescriptive best practices
• Collaborate closely with StrongDM Support and Product teams to resolve customer-specific challenges, answer questions, resolve issues, and proactively identify/anticipate/resolve issues, whenever possible
• Focus on driving product adoption across the entire target customer organization by learning customers’ goals and suggesting ways to help achieve them through process, existing product capabilities and/or with feature enhancements
• Analyze customers’ environment on a regular basis and provide recommendations to maximize the value of StrongDM
• Be the voice of the customer to help improve their experience across Product, Support, and Engineering
• Serve our larger enterprise accounts
• Own the end-to-end success of your customers, responsible for onboarding, adoption, revenue retention, growth, and renewal
• You will take ownership of the renewal for your assigned accounts

Preferred Qualifications

Technology Consulting background is preferred

Benefits

• $170,000 - $190,000 a year
• Company sponsored benefits, including
• 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