[Hiring] Customer Success Manager @Descope

Role Description

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

Qualifications

• 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.

Nice to Have

• Experience as an early or first Customer Success hire.
• Background in developer tools, security, infrastructure, or CIAM.
• Familiarity with authentication and identity concepts such as OAuth, OIDC, SAML, MFA, and SSO.
• Experience with CS platforms like Gainsight, ChurnZero, or Totango, and CRM tools like Salesforce or HubSpot.
• Exposure to BI tools and customer health dashboards.
• Experience mentoring or leading other Customer Success team members.
• Familiarity with compliance and security standards such as SOC 2, GDPR, or CCPA.

Benefits

• Health, sorted: Medical, dental, and vision with strong coverage and flexible HSA and FSA options
• Feel good, actually: Mental health support and wellness resources when you need them
• Future you will thank you: 401k plan with employer support to help you build long term
• We’ve got your back: Company paid life and disability insurance for extra peace of mind
• More money in your pocket: Tax advantaged benefits for healthcare and dependent care
• Life happens & we support it: Family planning, fertility support, maternity leave, and lifestyle perks
• Stay connected: Monthly internet allowance to support your work from anywhere
• Lunch is on us: Paid lunches when you’re working from the office
• Keep growing: Budget and opportunities for personal development, including courses and conferences

Compensation

Base salary range: $180,000 to $200,000. Final offer will depend on experience, skills, location, and overall market data. We also consider leveling, scope, and internal equity to make sure offers are fair and consistent.