Note: The job is a remote job and is open to candidates in USA. VanishID is a cybersecurity company that provides privacy services to protect executives, employees, and their families from cyber and physical threats. The Customer Success Manager will onboard, retain, and grow customer accounts while serving as a technical partner connecting VanishID with customers’ identity and security stacks. The role will also drive integrations, adoption, executive engagement, account expansion, and customer feedback to product teams.
Responsibilities
- Own onboarding end-to-end: Get new customers live quickly, from kickoff through technical setup, including SSO (SAML/OIDC) and SCIM provisioning with providers like Okta and Microsoft Entra ID. Make VanishID a trusted part of how they protect their people
- Drive technical integrations: VanishID delivers value across teams through integrations, so be comfortable reading API documentation! You'll help customers solve problems by enriching their identity data with our intelligence across their systems (from the SOC to HR), connecting VanishID to their tools through our REST API and webhooks, and pulling in engineering when a problem needs a deeper hand
- Drive adoption and retention: Monitor account health, catch risk early, and run the check-ins that keep customers seeing value
- Present to executives: Lead Quarterly Business Reviews for your customers that show impact and set expectations on what comes next, and deliver 1:1 executive debriefs that help protect our most targeted users
- Grow the account: Spot expansion opportunities as customer needs evolve and build the business case for additional protection tiers
- Be the voice of the customer: Bring field insight back to our product team and help shape what we build next
Skills
- 3–5 years in Customer Success, Account Management, or a related client-facing role: You've carried customers from onboarding through renewal and expansion
- Working technical fluency: You can hold a real conversation about SSO, user provisioning, and API-based integrations with a customer's IT or security team, and you pick up technical tools and processes quickly
- Exceptional communication and presentation skills: You can confidently engage C-suite executives, board members, and senior stakeholders in writing and in person
- A balanced approach to customer success: You're equally comfortable building trust, running scalable onboarding and engagement processes, and finding room to grow an account
- Proficiency with CRM platforms: You use Salesforce or HubSpot to keep your book of business accurate and current
- This role is not eligible for visa sponsorship
- Hands-on identity provider experience: Okta, Microsoft Entra ID (Azure AD), or Ping, including SSO (SAML/OIDC), SCIM provisioning, attribute mapping, and sign-in troubleshooting
- Comfort with REST APIs and webhooks: reading API documentation, testing endpoints in Postman, and common authentication methods like OAuth and API keys
- Prior identity or IT admin background, or experience supporting technical integrations for customers
- Experience in cybersecurity, privacy, or adjacent industries prioritized; experience in SaaS/B2B technology, financial services, healthcare, or professional services (legal, consulting) also considered
- Familiarity with Customer Success platforms
- Relevant certifications such as PMP, CIPP, or CISSP
- Startup or small-team experience with a self-starter mentality
- Background serving executives and VIPs as customers with high-touch, white-glove service
Benefits
- Various high quality medical plans with up to 100% employer-paid coverage for employees and 50% employer-paid coverage for dependents
- Dental and vision plans with partial employer-paid coverage
- Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs)
- Free access to One Medical, Teladoc, HealthAdvocate and TalkSpace online therapy
- Employer-paid short- and long-term disability insurance
- Equity in a growing startup
- 401k with employer match and immediate vesting (both Traditional and Roth)
- Discretionary PTO (we trust you to take time off when you need it!)
- 13 annual holidays off
- AI Tool Stipend for Personal Use
- Paid parental leave
- Monthly virtual events
- A truly remote-first environment
Company Overview