Full-Time Customer Success Manager

The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. 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 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. CSMs support renewal contracting processes and are expected to stay informed on One Identity’s evolving product portfolio. Above all, this role is accountable for retention.

• Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer.
• Establish relationships with the customer key stakeholders.
• Gather feedback and channel it to product and engineering teams.
• Partner with the customer to build a joint plan for success.
• Monitor customer health 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 when necessary.
• Work within the wider CSM team to implement scalable programs and process improvements.
• Identify opportunities for cross & up-sell activities for the sales teams.

• 3+ years’ experience in customer success, technical account management, sales engineering.
• 3+ years’ experience in customer management within security and/or identity solutions.
• Excellent organizational skills.
• Adept at handling internal and external escalations.
• Exceptional ability to communicate and foster positive business relationships.
• Experience in leading, adopting and driving change internally or externally.
• Experience in identifying, translating and prioritizing customer issues and needs into business or solution requirements.
• Demonstrated success as a trusted advisor to senior executives.
• Business conversational in English and German.
• An understanding of how organizations measure value realization and drive revenue.

• Experience in transformational Customer Success projects or experience where products shift from On-Premises to SaaS.
• Previous Customer Success experience in a company with B2B Software.
• Consistent desire to continually improve processes
• Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).

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