Customer Success Manager

About Us:

Britive is a leader in Cloud Privileged Access Management (CPAM), enabling enterprises to secure cloud environments with just-in-time (JIT) ephemeral access. Our platform eliminates standing privileges, enhances security, and ensures seamless access across multi-cloud and hybrid environments.

Your Impact:

As a Customer Success Manager, you’ll be the trusted partner guiding our customers through their journey with Britive. You’ll play a key role in driving early success for new customers while strengthening long-term relationships with existing ones.

Responsibilities:   

• Drive the early success phase for our new customers and help ensure a positive and productive relationship with existing customers.
• Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and assisting with up-sells.
• Coach customers to be product experts and train their teams on Britive best practices so they become increasingly self-sufficient.
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the Britive brand.
• Support Sales in the pre-sales process, including proof-of-concept and proof-of-value, scoping and other stages.
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.
• Identify at-risk accounts and minimize annual churn rates.
• Identify upsell opportunities and work with Sales to drive additional revenue from customers.
• Act as a point of escalation and monitor effective resolution to all account issues.
• Enable Britive's Partners through product training, best practice sharing, joint partner implementation support

 Requirements:   

• Minimum 2 years of software support experience,  preferably in IAM (IGA/PAM) space
• 2+ years in a SaaS environment, preferably start-up, at any stage
• Bachelor’s Degree or equivalent experience in cybersecurity SaaS field
• Excellent communication skills and a positive attitude.
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Proven experience with application / internet-based customer support.
• Full understanding of Customer Success / community engagement.
• Ability to self -manage and work within multiple systems efficiently (e.g. CRMs, JIRA, Monday.com and others.)
• The ability to prioritize and manage multiple tasks at once.

The estimated base salary for this role is $100,000 - $160,000. Individual compensation packages are based on various factors unique to each candidate, including experience, expertise, location, and other factors.