Customer Success Manager, Britive

• This role requires someone who thrives in a cross-functional environment
• 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
• If you love solving complex problems, building deep customer trust, and operating with a bias toward action in a high-growth startup, this role is for you

Desirable

• As a Customer Success Manager at Britive, you will be the strategic anchor for a portfolio of enterprise accounts
• You own the entire post-sale relationship — from initial deployment through long-term expansion — with primary responsibilities of renewals
• Your work is equal parts relationship management, project execution, and technical coordination: you run structured onboarding programs, lead monthly technical check-ins, and deliver executive-level Quarterly Business Reviews that clearly demonstrate ROI and identify new opportunities
• You will coordinate daily with our Customer Success Engineers, Product Management, Pre-Sales, Sales Architects/Engineers and Account Managers
• You will also keep our VP of Customer Success, CRO, and CEO apprised of account health, risks, and opportunities
• Relationship Management & Customer Outcomes:
• 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
• Project & Deployment Management:
• 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
• Cross-Functional Coordination & Internal Alignment:
• 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