Customer Success Manager, Descope

• 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

Desirable

• Descope is a developer-first authentication and identity platform that enables teams to build secure, seamless user journeys with ease
• Our drag and drop approach simplifies authentication, including MFA, SSO, and user provisioning, so companies can focus on building great products
• The Descope CIAM platform allows organizations to design and customize end to end user journeys, from authentication and authorization to identity management, using no or low code workflows
• Thousands of developers and hundreds of companies use Descope to improve onboarding and retention with passwordless authentication, strengthen security with MFA, and unify identities across customer facing applications
• We’re building the future of Customer Identity and Access Management, helping organizations deliver better onboarding, stronger security, and higher user retention
• 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