Customer Success Manager

## The Role

We're hiring a **Customer Success Manager** to own the relationship with our enterprise customers from onboarding through renewal and expansion. You'll be the person who makes sure a security team actually gets the value they signed up for: the disconnected apps that used to be a blind spot are now under control, the manual password and provisioning work is gone, and the audit is no longer a fire drill. This is a role for someone who can hold a strategic conversation with a security leader and still get into the weeds of an onboarding when it matters.

## What You'll Do

- Own a book of enterprise accounts end to end: onboarding, adoption, business reviews, renewal, and expansion
- Guide customers through the lifecycle with a bias toward value, not activity: get their disconnected apps onboarded, their lifecycle automations live, and their access governance clean
- Run business reviews that a CISO or head of IT takes seriously, tying Cerby's coverage back to their risk and compliance goals
- Partner across account executives, onboarding, solutions, product, and support so a customer never feels the seams between our teams
- Be the voice of the customer inside Cerby: collect the friction, escalate what's real, and push product on what would actually move adoption
- Own retention and expansion numbers on your accounts, and be honest about which ones are soft

## What We're Looking For

- 5+ years managing enterprise customer accounts in a SaaS setting, with real ownership of retention and expansion
- Experience in identity and access security (or an adjacent IT/security tooling space) — you can hold the conversation without faking it
- Strong discovery instincts: you ask the question that surfaces the real blocker instead of the polite one
- A clear communicator who can move between a security leader's boardroom framing and an admin's day-to-day
- Comfort with web technology and the identity concepts (SSO, provisioning, MFA) our customers live in

## Strong Advantages

Nice-to-haves, not strict requirements.

- You've worked a book where renewals turned on real adoption, not just a good relationship
- Exposure to IAM, IGA, or PAM tooling, or to the teams who run it
- You've helped build or sharpen a Customer Success motion rather than just inheriting one

## Why This Role Is Special

Cerby covers the applications the identity stack leaves behind, so the value is concrete and easy to point at: a blind spot a customer has lived with for years, closed. That makes the success conversation refreshingly real. You're joining a remote-first team that takes 'Pass the Baton with Brilliance' seriously, so the handoffs you inherit are clean and the ones you make are expected to be.

## Location

Remote in the US.

## Next Steps

Tell us about one enterprise account where you turned a shaky start into a renewal or an expansion, and how you knew the value had actually landed. One real story beats a polished resume here.