Customer Success Manager

About the role

Our Customer Success team ensures our customers fully utilize our solution to build a secure environment while enabling company users to manage their applications. 

We are looking for a Customer Success Manager who can serve as a partner, advocate, and strategist to increase our product's proven value to customers' businesses.

What you'll do

• Own and strategically manage a portfolio of customers, prioritizing high-value accounts and proactively driving adoption, retention, and expansion aligned with Cerby’s revenue goals.
• Guide customers through the full lifecycle with a focus on outcomes — from onboarding through renewal — ensuring measurable value delivery and continued expansion of Cerby’s platform.
• Develop and execute customer growth plans by identifying expansion opportunities, influencing key stakeholders, and partnering closely with Account Executives on upsell and cross-sell motions.
• Lead recurring business reviews and executive conversations, using data and insights to demonstrate ROI and position forward-looking security strategies.
• Serve as a strategic connector across Cerby, collaborating with Sales, Onboarding, Solutions, Product, Engineering, and Support to accelerate customer success and revenue impact.
• Build deep expertise in the Cerby platform and provide prescriptive guidance that maximizes customer value and security outcomes.
• Act as the voice of the customer by synthesizing feedback, surfacing risks, driving issue resolution, and advocating for improvements across the Cerby experience.
• Help evolve and scale Customer Success by contributing to process improvements, playbooks, and operational best practices.

Qualifications

• 5+ years of experience managing a SaaS customer portfolio, with a strong track record of driving retention, adoption, and expansion across enterprise accounts.
• Demonstrated ability to deliver measurable customer outcomes through strategic engagement, value planning, and executive-level relationship management.
• Strong communicator and influencer who can simplify complex concepts and build trust with both customers and internal stakeholders.
• Consultative in approach, with experience leading customer discovery, identifying value drivers, and guiding customers toward meaningful outcomes.
• Comfortable working with technical concepts and translating them into clear customer value.
• Highly organized and accountable, with the ability to manage multiple customers, priorities, and cross-functional workstreams.
• Hands-on experience owning renewals, identifying expansion opportunities, and managing risk.
• Data-informed mindset, using customer health signals, usage trends, and feedback to prioritize action and improve outcomes.
• Experience in Identity, Access, or Security technologies is a plus.