Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Commercial, Customer Success Manager
Leads onboarding and implementation for small to mid-sized commercial accounts in an AI-native identity security platform, handling technical configurations, integrations, training, and project management to drive quick value realization and adoption.
San Francisco, CACustomer SuccessHybrid3+ YOE
About the role
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
Skills
SaaSIAMAPIsSystem IntegrationsProject ManagementTechnical TroubleshootingProduct ConfigurationOnboardingCustomer TrainingTechnical Account Management
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