Customer Success Manager

Descope is a developer-first identity provider that simplifies authentication for developers. The Customer Success Manager will own post-sales relationships and drive customer adoption and retention while collaborating with various teams to enhance customer experience.

Responsibilities:

• Own the end to end post sales relationship across enterprise, mid market, and SMB customers, acting as a trusted advisor throughout the customer lifecycle
• 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, proactively addressing risks before they impact retention
• 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
• As the company grows, help hire, onboard, and mentor future CSMs
• Design and scale the Customer Success function from the ground up, including:
• Tiered engagement models based on customer size and complexity
• Playbooks across onboarding, adoption, renewal, and expansion
• Health scoring, success metrics, and reporting cadences
• Scalable processes for escalation management and customer communication

Requirements:

• 5+ years in customer facing roles, with 3+ years in Customer Success or similar roles in SaaS
• 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, not just operating within them
• Strong executive presence and communication skills, with the ability to engage both technical teams and C level stakeholders
• 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
• Experience as an early or first Customer Success hire
• Background in developer tools, security, infrastructure, or CIAM
• Familiarity with authentication and identity concepts such as OAuth, OIDC, SAML, MFA, and SSO
• Experience with CS platforms like Gainsight, ChurnZero, or Totango, and CRM tools like Salesforce or HubSpot
• Exposure to BI tools and customer health dashboards
• Experience mentoring or leading other Customer Success team members
• Familiarity with compliance and security standards such as SOC 2, GDPR, or CCPA