Onboarding Customer Success Manager - APJ (based in Mumbai)

Company Description

: is the global leader in Identity Security. Centered on privileged access management, provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust to help secure their most critical assets. To learn more about , visit our blogs or follow us on X, LinkedIn or Facebook.

Job Description

As an Onboarding Customer Success Manager, you will own and drive the onboarding journey for a diverse portfolio of customers across the APJ region. Your primary goal is accelerating customers’ time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption, drive satisfaction, and lay a strong foundation for future growth opportunities.

Key Responsibilities

• Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the solution, its value, and the path to success.
• Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide consistent and coordinated onboarding experience.
• Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.
• Roles & Responsibilities Mapping: Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
• Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
• Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize internal resources to drive resolution.
• Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
• Advocate Enablement: Recommend and support customers in leveraging enablement tools such as training programs, community forums, and documentation for self-service learning.
• Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.

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Qualifications

• 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
• Demonstrated project management skills or familiarity managing complex onboarding projects.
• Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
• Ability to manage multiple simultaneous onboarding engagements effectively.
• Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus.
• Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
• Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).
• Willingness and availability to travel as needed.