Senior Customer Success Manager

Venice is a company redefining Privileged Access Management (PAM) for the AI era. In this role, you will own a portfolio of enterprise accounts, focusing on strategy, relationships, adoption, and expansion to ensure customer success. You will engage in technical discussions with IT security teams and contribute to building a robust Customer Success & Support function.

Responsibilities:

• Own a portfolio of enterprise accounts from post-sale through renewal and expansion, including executive relationship management, technical adoption planning, and QBR execution
• Drive customers through structured success plans tied to deployment milestones: onboarding, implementation, go-live, and ongoing care
• Lead technical discovery and business reviews with IT security stakeholders — translating Venice capabilities into measurable customer outcomes
• Partner with the Support team to triage and escalate complex technical issues, and close the loop with customers on resolution and prevention
• Surface product feedback and customer signals to R&D and Product — and advocate for your customers at the sequencing table
• Contribute to the Venice CS knowledge base: runbooks, playbooks, FAQs, and reusable success assets that scale the team
• Collaborate with Sales on expansion plays, renewals, and onboarding for new logos entering your book of business
• Shape the CS&S playbook — you are an early hire, and the processes you build will outlast your first year

Requirements:

• 4+ years in Customer Success or Technical Account Management at a B2B SaaS company, with enterprise accounts
• Technical fluency in identity, security, or infrastructure — you understand how SSO, MFA, PAM, ZTNA, or directory services work, and can hold your own in a conversation with an IT architect
• Experience navigating complex enterprise environments: multiple stakeholders, IT change management, security compliance requirements, and procurement cycles
• Strong executive presence — you can run a QBR with a CISO or IT Director and leave them confident in their investment
• Discipline to manage a book of business: health scoring, renewal forecasting, escalation judgment, and expansion pipeline management
• Startup grit — you build structure, you do not wait for it
• Familiarity with Salesforce or similar CRM for case and account management
• Background in identity security, PAM, or zero trust network access (ZTNA)
• Experience with Okta, Azure AD / Entra ID, AWS IAM, Delinea, or CyberArk implementations
• Prior experience at a security vendor or selling into IT security buying centers
• Exposure to AI-assisted support workflows or CS automation tooling