Commercial, Customer Success Manager

Key Responsibilities

• Lead Implementations: Own the full onboarding cycle from sales hand-off to go-live for commercial accounts. Accountable to quick time to value metrics and ensure a smooth, efficient implementation experience.
• Technical Configuration & Setup: Get hands-on with customer configurations, system integrations, and technical troubleshooting to unblock go-lives and drive adoption.
• Customer Training: Conduct training sessions and create enablement materials to ensure customers understand how to use the platform effectively, with a focus on self-sufficiency.
• Account Management: Manage a portfolio of small to mid-sized accounts, monitoring customer health, driving engagement, and identifying opportunities for expansion.
• Project Management: Act as project manager for multiple simultaneous onboardings. Create quick project plans, coordinate tasks, and communicate status to customers and internal stakeholders.
• Product Knowledge: Develop deep technical expertise in our products to provide guidance, best practices, and troubleshooting support to customers.
• Cross-functional Collaboration: Work closely with Sales, Product, and Engineering teams to ensure seamless handoffs, resolve customer blockers, and advocate for customer needs.
• Process Improvement: Identify opportunities to streamline implementation processes, create reusable resources, and build scalability into our commercial customer motion.
• Support Renewals: Partner with Sales to ensure customers see value and are positioned for renewal success.

Experience and Qualifications

• 3-5 years of experience in customer-facing implementation, onboarding, or technical account management roles with SaaS products
• Experience in IAM, IT, Security, or adjacent spaces is a plus
• Proven track record of successfully onboarding multiple customers simultaneously with technical products involving system integrations
• Strong project management skills with the ability to juggle priorities and keep implementations on track
• Technical aptitude and comfort getting hands-on with product configuration, APIs, and integrations
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
• Self-starter mentality who loves building processes and solving problems creatively
• Excited to work cross-functionally and wear multiple hats in a fast-growing startup environment