Customer Success Manager

Cerby is a mission-critical cybersecurity company that empowers teams to operate securely and control their apps. The Customer Success Manager will partner with customers to ensure they fully utilize Cerby’s solution, driving adoption and retention while managing a portfolio of high-value accounts.

Responsibilities:

• Own and strategically manage a portfolio of customers, prioritizing high-value accounts and proactively driving adoption, retention, and expansion aligned with Cerby’s revenue goals
• Guide customers through the full lifecycle with a focus on outcomes — from onboarding through renewal — ensuring measurable value delivery and continued expansion of Cerby’s platform
• Develop and execute customer growth plans by identifying expansion opportunities, influencing key stakeholders, and partnering closely with Account Executives on upsell and cross-sell motions
• Lead recurring business reviews and executive conversations, using data and insights to demonstrate ROI and position forward-looking security strategies
• Serve as a strategic connector across Cerby, collaborating with Sales, Onboarding, Solutions, Product, Engineering, and Support to accelerate customer success and revenue impact
• Build deep expertise in the Cerby platform and provide prescriptive guidance that maximizes customer value and security outcomes
• Act as the voice of the customer by synthesizing feedback, surfacing risks, driving issue resolution, and advocating for improvements across the Cerby experience
• Help evolve and scale Customer Success by contributing to process improvements, playbooks, and operational best practices

Requirements:

• 5+ years of experience managing a SaaS customer portfolio, with a strong track record of driving retention, adoption, and expansion across enterprise accounts
• Demonstrated ability to deliver measurable customer outcomes through strategic engagement, value planning, and executive-level relationship management
• Strong communicator and influencer who can simplify complex concepts and build trust with both customers and internal stakeholders
• Consultative in approach, with experience leading customer discovery, identifying value drivers, and guiding customers toward meaningful outcomes
• Comfortable working with technical concepts and translating them into clear customer value
• Highly organized and accountable, with the ability to manage multiple customers, priorities, and cross-functional workstreams
• Hands-on experience owning renewals, identifying expansion opportunities, and managing risk
• Data-informed mindset, using customer health signals, usage trends, and feedback to prioritize action and improve outcomes
• Experience in Identity, Access, or Security technologies is a plus