Customer Success Manager

Descope is a developer-first authentication and identity platform that enables teams to build secure, seamless user journeys with ease. The Descope CIAM platform allows organizations to design and customize end to end user journeys, from authentication and authorization to identity management, using no or low code workflows.

Requirements

• Own the end to end post sales relationship across enterprise, mid market, and SMB customers
• Drive adoption, retention, and expansion by aligning Descope's platform to customer business goals
• Lead executive and quarterly business reviews, clearly demonstrating value and identifying growth opportunities
• Monitor customer health signals such as usage, engagement, and support activity
• Own and manage escalations, partnering with engineering, product, and support to ensure fast and effective resolution
• Build strong relationships across all levels, from practitioners to executive stakeholders
• Act as the voice of the customer internally, influencing product direction, documentation, and overall customer experience
• Partner closely with Sales, Marketing, Product, and Customer Success Engineering to drive seamless handoffs, expansion opportunities, and customer advocacy
• Design and scale the Customer Success function from the ground up
• Experience managing a diverse book of business across enterprise and commercial customers
• Proven track record of driving retention, expansion, and customer outcomes
• Experience building or improving Customer Success processes
• Strong executive presence and communication skills
• Analytical and data driven, comfortable using metrics to guide decisions and identify risk
• Highly organized, able to manage multiple customers and priorities effectively
• Comfortable operating in ambiguity and building structure where none exists
• Solid technical aptitude, with the ability to understand customer implementations and collaborate with engineering teams

Benefits

• Health, sorted: Medical, dental, and vision with strong coverage and flexible HSA and FSA options
• Feel good, actually: Mental health support and wellness resources when you need them
• Future you will thank you: 401k plan with employer support to help you build long term
• We’ve got your back: Company paid life and disability insurance for extra peace of mind
• More money in your pocket: Tax advantaged benefits for healthcare and dependent care
• Life happens & we support it: Family planning, fertility support, maternity leave, and lifestyle perks
• Stay connected: Monthly internet allowance to support your work from anywhere
• Lunch is on us: Paid lunches when you’re working from the office
• Keep growing: Budget and opportunities for personal development, including courses and conferences