Strategic Product Success Manager

Nudge Security is hiring a Strategic Product Success Manager to own its largest strategic accounts and help global organizations achieve measurable outcomes from AI and SaaS governance. The role includes building customer success roadmaps, driving adoption and renewals, resolving issues, and partnering with internal teams to shape the product roadmap.

Responsibilities:

• Run every account you own like a business you're accountable for: gross retention, net expansion, and how deeply the platform is used
• Co-author a success roadmap with every customer that ties Nudge Security to the outcomes their CISO or CIO has committed to, and revisit progress against it every quarter
• Get to know the whole team behind each account, from the executive sponsor to the analysts who act on Nudge findings every day, so no account depends on a single relationship
• Run executive reviews built on evidence from the platform: apps and AI tools discovered, risky integrations removed, accounts offboarded, and policies reinforced through nudges
• Use the Nudge Security maturity model to show customers where they stand across identity and access, non-human identities, risk and posture, AI governance, and SaaS lifecycle and spend, and what it takes to reach the next stage
• Move customers from visibility to action: configuring playbooks, building automated guardrails, connecting identity and collaboration tools, and putting Shadow AI policies in front of employees at the moment they matter
• Read the signals early. When usage dips, a sponsor leaves, or priorities shift, build the recovery plan and bring in the right people. Work with your Account Executive on renewal strategy, forecasts, and new use cases
• When something breaks, own it. Pull in Support, Engineering, Product, or our executives and stay with the issue until a solution lands
• Turn what you hear from our largest customers into clear, prioritized input for Product, and help pilot what we build next with them
• Launch new capabilities into your accounts, including AI governance and agentic features, with a plan for who will use them and why
• Turn successful customers into public champions through case studies, webinars, peer calls, and speaking slots
• Keep account health, renewal forecasts, and CRM records current and honest
• Meet customers in person at onsites, executive briefings, and industry events

Requirements:

• 10+ years in customer-facing, product-adjacent roles such as Product Success, Customer Success, Sales Engineering, Technical Account Management, Support, or Product Management
• Significant experience working with key/lighthouse accounts and the largest enterprise customers (4,000+ employees and up) in B2B SaaS, ideally in security, governance, or adjacent domains
• Demonstrated success driving product adoption and measurable value realization in complex, multi‑stakeholder environments, including global or multi‑region deployments
• Proven ability to engage and present to C‑level and senior executive stakeholders (for example, CISO, CIO, CTO, VP Security, VP IT), including running structured executive reviews and translating technical outcomes into business impact
• Comfortable working hands‑on with customers and the product: running live sessions, troubleshooting issues, configuring workflows, and advising on best practices for scale, security, and governance
• Strong analytical skills, with experience using product and account-level data (for example, activation metrics, usage patterns, health scores) to guide decisions, shape narratives, and prioritize action
• Demonstrated ability to collaborate with Sales and Account Management on renewals and expansion, contributing product insight, value stories, and risk mitigation plans to commercial strategy
• Experience partnering with education, enablement, support, or documentation teams to turn recurring enterprise questions and friction points into scalable assets and workflows
• Excellent communication skills, including the ability to translate technical and security concepts into clear, actionable guidance for both technical and business stakeholders
• Comfortable operating in a fast‑paced, early‑stage startup environment with evolving processes and priorities
• Bachelor's degree or equivalent practical experience
• U.S. work authorization required
• Shadow SaaS and shadow AI literacy – Can explain to security, IT, and finance leaders what shadow SaaS / shadow AI is, how it shows up in their environment, and what “good” governance looks like
• Identity, SSO, and OAuth fundamentals – Can describe how IdPs, SSO, and OAuth work in plain language, review app permissions/scopes with customers, and highlight pragmatic guardrails
• AI governance and AI AUPs – Can discuss typical AI governance programs and AI Acceptable Use Policies with security and compliance leaders, and help translate static policies into in‑context prompts or nudges
• Vendor risk and AI supply chain basics – Can guide customers through key SaaS/AI vendor data‑handling questions, map app‑to‑app integrations, and identify where approvals, monitoring, or restrictions are needed
• Policy‑driven workflows and nudges – Can design and explain simple governance playbooks (discover → review → approve/deny → enforce) and advise on when to use nudges versus hard blocks
• Telemetry and health storytelling – Can interpret product telemetry (adoption, activation, coverage, risky behaviors) and turn it into clear, executive‑friendly stories about where risk is rising or outcomes are improving
• Customer‑facing technical communication – Can translate all of the above into simple visuals, narratives, and whiteboard‑style sessions for mixed audiences of security, IT, and business stakeholders
• Experience working in a fully remote, distributed team environment is a plus