Technical Customer Success Manager [Enterprise]

ConductorOne is the modern identity governance platform that makes it possible to move beyond the limitations of legacy IGA and reduce the identity attack surface with confidence. Designed for flexibility, ConductorOne provides a broad range of direct connectors to integrate with cloud, infrastructure, on-prem, and homegrown tools. The platform’s Access Fabric brings together previously siloed access and permissions data from across a company’s environment. This provides real-time visibility and dynamic access controls that allow businesses to reduce identity risks, move to just-in-time access, automate access reviews, and manage the full identity lifecycle. The platform delivers intuitive user experiences that help teams get up and running faster, using powerful automation backed by AI to significantly improve productivity. ConductorOne is trusted by forward-thinking enterprises like DigitalOcean, Instacart, NFI, Ramp, and Zscaler.

We are PUMPED to expand the customer success team! Looking for someone with a technical SaaS background that thrives on getting in front of customers - whether that’s working through a complex customer configuration, collaborating with the product team to unblock a go-live, providing training to your customers or running a meeting with multiple stakeholders.

Key Responsibilities

• Customer Success & Customer Health: Responsible for owning the customer relationship and monitoring/remediating health improvements. Including business reviews and showing ROI.
• Lead Implementations: Own the sales hand-off and the full onboarding cycle. Accountable to quick time to value metrics.
• Enterprise Support: Comfortable leading large customer calls with C1’s biggest customers; ability to navigate “red tape” and big company roadblocks with ease and organization.
• Project Management: Act as the project manager for onboarding & new product releases. Create project plans, coordinate tasks, & communicate status to leadership externally and internally.
• Product Knowledge: Develop a deep understanding of the technical side of our products to provide guidance and support to customers. Including staying updated on new features and best practices.
• Customer Training: Conduct training sessions for customers to ensure they understand how to use the platform effectively, especially when it comes to more complex features. This may involve creating and delivering training materials or hands-on workshops.
• Support Renewals: Working closely with Sales/AE to ensure customers are at an early stage of renewing their contract.
• Feedback Collection: Gather customer feedback on the product, services, and overall experience. Use this feedback to inform product improvements and advocate for customer needs within the organization.
• Cross-functional Collaboration: Collaborate with internal teams, including product development, sales, and marketing, to align customer needs with the overall business strategy. Act as a liaison between customers and different departments within the organization.

Ownership:

• You’ll own your own book of business, including customer onboardings, upsells & renewals. The additional elements are pre-sales onboarding calls, sales hand-off, on-going client success, and EBR’s.
• You’ll improve our product strategy and process with your insights from our customers’ experience, our time to value ratio through clean execution, and customer satisfaction by genuinely investing in the success of our customers.
• You’ll learn the ins and outs of the identity security landscape, an industry that is modernizing rapidly.
• You’ll teach internal teams and other customers on best business practices to implement identity security solutions from your experience in the field.

Experience And Qualifications:

• Experience in the IAM, IT, Security or adjacent spaces, a plus.
• Ideally located on the central or east coast time zone.
• 4-6 years of proven ability to onboard large sized customers with a technical product, ideally involving many system integrations. This will also require program management expertise to ensure repeatable success across multiple simultaneous onboardings.
• Excited to own the full customer lifecycle, proactively identify potential risks/red flags, renewals, and coordinate cross functionally to deliver on customer needs.
• An understanding of the SaaS industry expectations in deploying new software.
• Strong communication, presentation and leadership skills.
• Love the challenge of owning a business critical function, and already excellent organizational and project management skills.
• Instinctively work and thrive cross functionally. Your efforts will support the success of Sales, Engineering and Product.
• Think for scale. Learn from what we’ve encountered, analyze the data, and help further build the program.
• Be excited to help grow the company, which can mean rolling up your sleeves and pitching in on a number of areas.

ConductorOne, Inc. is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.