Customer Success Manager

Splan is hiring a Customer Success Manager to help enterprise customers adopt and expand its identity, physical security, and access control solutions. The role manages customer relationships, drives adoption and renewals, coordinates internal teams, and supports customer satisfaction and success.

Responsibilities:

• Manage customer relationships after implementation and act as the main point of contact
• Drive product adoption, usage, renewals, and customer satisfaction
• Understand customer business needs and help them get maximum value from the platform
• Coordinate with Professional Services, Support, Product, Engineering, and Sales teams
• Conduct regular check-ins, business reviews, and customer health reviews
• Identify risks, escalations, expansion opportunities, and training needs
• Help customers with best practices for identity, visitor management, access control, and physical security workflows
• Track customer health, usage, feedback, renewals, and success metrics

Requirements:

• 5+ years of experience in customer success, account management, professional services, or enterprise software delivery
• Strong customer communication, relationship management, and problem-solving skills
• Ability to manage multiple enterprise customers and internal stakeholders
• Experience working with identity, physical security, access control, visitor management, or SaaS platforms
• Understanding of SSO, access control systems, identity platforms, integrations, or security operations
• Experience with CRM, customer success, ticketing, or project tracking tools