Customer Success Manager - Remote

Overview

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. You will own the responsibility of working with our customers to ensure they get the most value possible, but you will not be alone. Your team of channel partners, account managers, solution engineers, support engineers and consultants are key resources you will leverage to make sure our customers are successful. As the CSM, you will own driving and measuring the customer’s satisfaction and retention. The CSM will manage a portfolio of accounts throughout the customer lifecycle—from deployment and adoption through value realization and renewal—ensuring satisfaction and long-term success.

You’ll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they derive measurable value from One Identity solutions. You’ll also surface up-sell and cross-sell leads to our partners and Account Managers for follow-up. CSMs support renewal contracting processes and are expected to stay informed on One Identity’s evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings.

Above all, this role is accountable for retention—sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.

In Short

• Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer.
• Establish relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
• Gather feedback and channel it to product and engineering teams, along with the business value to the customer.
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business.
• Monitor customer health scores and assist customers to continually improve their scores.
• Facilitate Quarterly Business Reviews (QBRs) in collaboration with Account Management.
• Actively monitor customer engagement signals and sentiment.
• Support collaboration across Sales, Support, Product, Renewals, and Professional Services.
• Act as an escalation point for high-impact customer issues.
• Identify opportunities for cross & up-sell activities for the sales teams.

Requirements

• 3+ years’ experience in customer success, technical account management, or similar role.
• Experience in customer management within security and/or identity solutions.
• Excellent organizational skills and ability to establish milestones.
• Adept at handling internal and external escalations.
• Exceptional communication skills and ability to foster positive business relationships.
• Experience in leading, adopting and driving change.
• Ability to translate customer issues and needs into business requirements.
• Business conversational in English and German.
• Understanding of value realization and revenue generation.

Benefits

• Opportunity to build and develop products at scale.
• Enhanced career opportunities for learning and growth.
• Work with talented employees in a rapidly changing environment.