Digital Customer Success Manager

November 17

🌲 North Carolina – Remote

Although this job is listed in North Carolina, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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One Identity

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Cybersecurity • SaaS • Enterprise

One Identity is a company that specializes in identity and access management solutions, focusing on protecting digital identities and simplifying user access across organizations. They offer a comprehensive suite of products designed to secure privileged access, govern user identities, and streamline compliance with regulations through automation. Their platform integrates AI-driven insights to enhance security and operational efficiency, supporting both on-premises and cloud environments.

501 - 1000 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $3M Venture Round on 2004-07

📋 Description

• Serve as a member of the team that owns the Customer Success Platform (currently Gainsight), responsible for architecting plays, customer health scoring, outreach, and measurement strategies. • Leverage the CS platform to automate ongoing customer outreach, drive product adoption, and support renewals for a segment of customers you manage through digital touchpoints and scalable processes. • Engage in minimal direct customer interaction, primarily focused on proactive digital engagement and lifecycle management. • Collaborate with internal departments to build and optimize automated renewal workflows for smaller, transactional customers. • Demonstrate working knowledge of Customer Success Management tools such as Gainsight, Totango, Vitally, and ChurnZero. • Design and implement advanced workflows using tools like Rules Engine, Horizon Journeys, Success Plans, Scorecards, and Playbooks. • Leverage integrations with Litmos, Salesforce, Mindtickle, and other internal systems, and provide input on data models via Data Designer in Gainsight or similar platforms. • Build and maintain dashboards, reports, and health score frameworks to provide visibility into customer success metrics and performance. • Partner with Customer Success, SalesOps, Product, and IT teams to gather requirements and deploy scalable, cross-functional solutions. • Proactively identify opportunities to improve platform usability, efficiency, and data integrity. • Maintain platform best practices and ensure compliance with enterprise standards for documentation, change management, and security. • Provide internal training, onboarding, and support for CS platform users at all levels. • Stay current with CS platform product releases and roadmaps to assess impacts and recommend enhancements.

🎯 Requirements

• 3–5+ years of hands-on administration experience with Customer Success Platforms such as Gainsight, Totango, Vitally, or ChurnZero • Strong technical knowledge of CSP modules including rules engines, journey orchestration, customer health scoring, success planning, and platform integrations • Proficient in Salesforce data structures and relational data models • Ability to collaborate with cross-functional teams to establish integrations between Salesforce, CSPs, FinancialForce, and other internal systems • Demonstrated ability to translate business needs into scalable platform solutions • Strong analytical, problem-solving, and project management skills • Excellent communication and collaboration abilities across technical and non-technical stakeholders.

🏖️ Benefits

• Life at One Identity means collaborating with dedicated professionals with a passion for technology. • When we see something that could be improved, we get to work inventing the solution. • Our people demonstrate our winning culture through positive and meaningful relationships. • We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. • Our team members’ health and wellness is our priority as well as rewarding them for their hard work.