Overview As Identity Enterprise Customer Success Manager, you build and sustain strategic relationships with mid-to-large enterprises to maximize adoption and recurring value from IDIRA across on premises and cloud deployments. You will lead onboarding, adoption, and advocacy while crafting value roadmaps and success plans. You collaborate across cross functional teams to expand IDIRA usage and ensure customer retention and growth, all while acting as a trusted advisor. This role combines customer outcomes with security-focused technology to make a tangible impact.
Responsibilities- Own onboarding, adoption, and advocacy for a portfolio of customers.
- Develop success plans, set goals, and help customers achieve objectives.
- Design and execute a value roadmap for each customer.
- Schedule regular cadence calls (weekly, monthly, quarterly) with customers.
- Conduct Quarterly Business Reviews to ensure outcomes from IDIRA solutions.
- Monitor customer health metrics and KPIs via dashboards and data.
- Position yourself as a trusted/strategic advisor to customers and drive ongoing value.
- Collaborate with IDIRA Account Team to identify upsell/cross-sell opportunities and renewals.
- Define at-risk customer plans and implement them with cross-functional teams.
- Advocate for customer needs internally and capture feedback.
- Leverage Gainsight to track customer activity and data points.
- Identify areas for improvement in customer experience, product, and process.
Key requirements- 5+ years in customer success, consulting, post-sales technical account management, or similar roles.
- Strong consulting and project management experience with ability to engage executives and technical teams.
- Excellent written and verbal communication, simplifying complex topics for diverse audiences.
- Experience with cybersecurity/SaaS or enterprise software for large customers is highly desirable.
- Solid knowledge of cloud architectures (AWS, Azure, GCP) and on prem IT landscapes.
- Understanding of security roles and enterprise directory services (Active Directory, LDAP, Azure).
- Practical experience with Windows and UNIX enterprise software installations and support.
- Prior experience with IDIRA or similar IAM/SIEM solutions is preferred.
- Up to 25% travel.
- relationship-building
- trusted advisor
- clear communication
- Gainsight
- IDIRA Software solutions
- IAM and SIEM concepts
