Note: The job is a remote job and is open to candidates in USA. Radiant Logic is seeking a Customer Success Manager to serve as the operational quarterback of customer relationships throughout the post-initial-value journey. The role owns customer success planning, health and risk assessment, renewal readiness, governance, stakeholder rapport, and cross-functional orchestration across sales, technical success, support, services, renewals, and product teams.
Responsibilities
- Build, own, and maintain the customer success plan as the single, named artifact the account is measured against — including outcomes, use cases, stakeholders, milestones, and measures of value
- Operate a customer health scoring model (adoption, sentiment, executive alignment, technical posture, commercial posture) and convert it into a forward-looking churn risk assessment with evidence, mitigation plan, and timing
- Deliver the renewal readiness signal to the Account Executive and the Renewals function at least two quarters ahead of renewal — including commit narrative, specific risks, and mitigation state
- Lead the governance cadence for the account — monthly operational reviews, quarterly QBRs, Executive Business Reviews, and event-driven strategic syncs — partnered with AE and Technical Success
- Orchestrate the internal account team (AE, Technical Success, Technical Support, Professional Services, Renewals, Product) around the customer's success plan and current account posture
- Identify when the account is ready for a new Professional Services engagement (scope expansion trigger) and hand that trigger to the AE and PS — you surface the signal; PS and AE scope and sell
- Partner with Technical Success on value realization opportunities — new sources, new consumers, feature adoption, architecture improvement, identity posture — setting priority from the account side while Technical Success executes the technical work
- Maintain account-level awareness of active Technical Support cases, severity, and customer impact — without absorbing case management into the CSM role
- Capture voice-of-customer signal — capability gaps blocking value realization, friction, recurring patterns — and route it to Product and Technical Success as structured, evidence-backed input
- Lead the customer-facing narrative for Executive Business Reviews, partnered with the AE and Executive Sponsor; ensure the EBR is grounded in realized value, not logo-on-a-slide engagement
- Identify and surface early risk — sponsorship change, adoption stall, technical escalation, commercial inflection, competitive exposure — and drive mitigation with the right internal partners on the right cadence
- Act as the customer's primary narrative owner inside Radiant — the person who can tell the customer's story accurately, concisely, and consistently to any internal audience
- Invest in customer stakeholder rapport as a first-class deliverable — map the customer's technical, operational, and executive stakeholders; understand what each measures and what each cares about beyond the deliverable
- Build durable working relationships with customer team members at every layer — the architect, the identity engineer, the operations lead, the program owner, and the executive sponsor — so information moves in both directions early and honestly
- Adapt engagement style to each stakeholder's context — technical depth for practitioners, operational framing for leads, business outcomes for executives — and calibrate cadence to match how the customer works
- Read the room before it is spoken — track sentiment, misalignment, and unspoken concerns across the customer team, and surface them internally before they escalate
Skills
- Bachelor's degree or equivalent experience
- Five or more years in customer success, technical account management, or senior account management at a SaaS or enterprise infrastructure company — identity, security, data platform, or directory/virtualization experience strongly preferred
- Working knowledge of Identity and Access Management (IAM), identity governance (IGA), access management (AM), or privileged access management (PAM) enough to hold strategic conversations with customer architects without being the technical deliverable owner
- General knowledge of cloud and hybrid architecture, enterprise data integration, and enterprise IT operating environments
- Proven track record planning and leading Executive Business Reviews, QBRs, and senior-stakeholder governance with CIOs, CISOs, and identity leaders
- Executive communication: ability to translate technical progress into business outcomes for customer executives, and to translate executive concerns into actionable direction for the internal account team
- Demonstrated ability to build rapport and trust with customer stakeholders across technical, operational, and executive layers — and to sustain those relationships through inflection points (leadership change, technical setbacks, commercial tension)
- Emotional intelligence and situational awareness — able to read stakeholder dynamics, adapt communication style to context, and surface unspoken concerns before they become escalations
- Demonstrated ability to orchestrate cross-functional teams (sales, success, support, services, product) without direct authority — the quarterback posture
- Analytical skills: able to build and operate a customer health view, articulate risk with evidence, and make prioritization calls
- Comfort operating in a role with shared ownership and no single-threaded delivery mandate
- Experience with Salesforce, Microsoft Office, and a modern customer success platform (e.g., Gainsight, Catalyst, Planhat, ChurnZero, or equivalent)
- Prior experience in identity, access management, identity data platforms, or directory/virtualization technologies
- Experience working across Renewals, Account Executives, Technical Account Management / Success Architect, and Product functions simultaneously
- Experience in instituting or operating a customer health scoring and renewal readiness model
- Exposure to regulated industries (financial services, healthcare, public sector) where identity posture and compliance artifacts matter
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