Mid Market Customer Success Manager, strongDM

• This hybrid role is ideal for a mid-level CSM who thrives in a fast-paced environment, loves solving problems at scale, and is eager to influence the digital customer success strategy at a high-growth security startup
• 4+ years of experience in Customer Success or a related field, preferably within IAM/PAM or SaaS-based cybersecurity solutions
• Proven success managing a high-volume portfolio (50–80 accounts) through a hybrid of high-touch and digital strategies
• Strong understanding of IAM/PAM concepts and best practices
• Experience with tools like Catalyst, HubSpot, Salesforce—bonus if you’ve built workflows or led digital campaigns
• A data-driven mindset with strong analytical and problem-solving skills
• Excellent communication, project management, and relationship-building abilities
• Experience designing customer communication programs, short-form content, and enablement materials
• Strong organizational and time management skills, able to prioritize across individual projects and broad digital initiatives
• Passion for customer success and a collaborative spirit
• Curious and proactive in identifying and testing AI-driven tools that increase team efficiency

Desirable

• As a Mid Market Customer Success Manager (CSM) at StrongDM, you will be the driving force behind the success and growth of our mid-market and digital native customer base
• Managing a dynamic portfolio of 50–80 customers, you will combine personalized onboarding support with a tech-enabled, scalable engagement model
• You will be responsible for leading onboarding, adoption, and digital-led strategies across a large portfolio, while continuously driving customer satisfaction, renewals, and identifying expansion opportunities
• You will be measured by onboarding success, adoption depth, retention, and expansion contribution, and your ability to influence outcomes at scale across the mid-market book of business
• Onboard and manage a high-volume portfolio of mid-market and digital-native customers
• Deliver personalized onboarding experiences for streamlined offerings like “Quick Start” and “Premium Success.”
• Accelerate time-to-value through clearly defined onboarding success criteria and operational excellence
• Transition customers to a digital-led engagement model post-onboarding using CS platforms (e.g., Catalyst) and marketing tools (e.g., HubSpot)
• Design and deploy automated customer journeys, email campaigns, webinars, and customer roundtables in partnership with cross-functional teams
• Drive product adoption, reduce churn, and uncover expansion opportunities through data-informed digital campaigns
• Serve as a strategic advisor for each account through 1:1 touchpoints or digital programs, aligning with their access management goals and business outcomes
• Provide expert guidance on usage optimization, architectural best practices, and upcoming product capabilities
• Lead the development of StrongDM’s digital customer success foundation, including tooling evaluation and implementation
• Partner cross-functionally to develop scalable resources such as short-form training content and workshops
• Incorporate and experiment with AI tools to scale the efficiency and impact of customer success engagement
• Proactively monitor customer health and usage data to identify and address risks or opportunities
• Deploy digital interventions or targeted outreach to improve customer health and mitigate churn
• Track and report on key customer success metrics, including onboarding success, retention, and customer lifetime value (CLTV)
• Showcase the value and outcomes of digital programs and CSM-led strategies across the portfolio
• Gather and analyze customer feedback through surveys, interviews, and ongoing interactions
• Share actionable insights with internal teams to influence product development and enhance the customer journey