Customer Success Manager

Britive is a leader in cloud-native Privileged Access Management (PAM) focused on securing access across dynamic multi-cloud environments. The Customer Success Manager will manage a portfolio of enterprise accounts post-sale, ensuring successful deployment, driving customer adoption, and leading renewal efforts. This role involves relationship management, project execution, and cross-functional coordination to deliver value and maintain customer satisfaction.

Responsibilities:

• Serve as the primary point of contact and trusted strategic advisor for a portfolio of enterprise accounts post-sale
• Build and maintain deep, long-term relationships with technical stakeholders, security leaders, and executive sponsors
• Lead structured onboarding programs to ensure customers are deployed on time, on scope, and set up for measurable success
• Host monthly technical check-ins with key customer stakeholders to review platform health, address blockers, and drive adoption
• Prepare and deliver Quarterly Business Reviews (QBRs) with executive and key stakeholders that clearly demonstrate value, usage trends, and roadmap alignment
• Proactively monitor account health, identify churn risk early, and develop mitigation plans before issues escalate
• Own the end-to-end project plan for customer deployments, ensuring milestones are hit and stakeholders are aligned throughout
• Manage timelines, action items, and follow-ups with precision — nothing falls through the cracks on your accounts
• Coordinate closely with Britive Customer Success Engineers to drive technical implementation and resolve configuration blockers
• Educate customers on Britive best practices, identity and access management workflows, and PAM use cases relevant to their environment
• Serve as the connective tissue between customers and internal teams — including Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers — to ensure seamless handoffs and consistent customer experience
• Provide regular, structured updates to the VP of Customer Success, CRO, and CEO on account status, strategic opportunities, and escalation items
• Collaborate with Sales and Pre-Sales during expansion and renewal cycles to ensure accurate scoping and smooth transitions
• Advocate for customer needs internally, translating field insights into actionable product feedback
• Drive customer advocacy efforts including case studies, reference calls, and product council participation

Requirements:

• 5+ years of experience in a Customer Success Manager, Technical Account Manager, or enterprise-facing post-sales role, ideally in a B2B SaaS environment
• Demonstrated track record of managing large enterprise accounts with complex, multi-stakeholder environments and multi-phase deployment projects
• Strong project management skills: you run structured programs, own timelines, and follow through relentlessly
• Exceptional communication and presentation skills — you can run a room of CISOs and a room of engineers with equal confidence
• Deep understanding of cybersecurity, cloud environments, and identity technologies — including PAM, IAM, IGA, SSO, and RBAC/ABAC models
• Familiarity with cloud platforms (AWS, Azure, GCP) and identity providers such as Okta and Azure AD
• Experience coordinating across multiple internal teams (sales, engineering, product, support) and keeping senior executives informed with crisp, concise communication
• Experience in a fast-paced, early-stage or high-growth startup; you know how to operate with limited resources and build process where none exists
• Must be based in the US or Canada
• Background working with security-focused, compliance-heavy, or regulated-industry customers (financial services, healthcare, government)
• Familiarity with infrastructure tools such as Terraform, Kubernetes, or HashiCorp Vault
• Prior experience at a PAM, IGA, or cloud security vendor