Customer Success Manager

Cloud security is becoming increasingly important as organizations are accelerating their cloud migration. Britive is at the forefront of the emerging cloud security industry with the only modern privileged access management platform that provides unified Privileged Access Visibility, Dynamic Privilege Management and Secrets Governance across cloud infrastructures, platforms & SaaS.

Our patent-pending technology is deployed at several large and Fortune 500 customers and we have repeatedly ranked among the hottest Cloud Security startups. Britive is founded by CyberSecurity industry veterans with a successful prior exit and is backed by top-tier VCs.

About Us:

Britive is a leader in Cloud Privileged Access Management (CPAM), enabling enterprises to secure cloud environments with just-in-time (JIT) ephemeral access. Our platform eliminates standing privileges, enhances security, and ensures seamless access across multi-cloud and hybrid environments.

Your Impact:

As a Customer Success Manager, you’ll be the trusted partner guiding our customers through their journey with Britive. You’ll play a key role in driving early success for new customers while strengthening long-term relationships with existing ones.

Responsibilities:

• Drive the early success phase for our new customers and help ensure a positive and productive relationship with existing customers.
• Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and assisting with up-sells.
• Coach customers to be product experts and train their teams on Britive best practices so they become increasingly self-sufficient.
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the Britive brand.
• Support Sales in the pre-sales process, including proof-of-concept and proof-of-value, scoping and other stages.
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.
• Identify at-risk accounts and minimize annual churn rates.
• Identify upsell opportunities and work with Sales to drive additional revenue from customers.
• Act as a point of escalation and monitor effective resolution to all account issues.
• Enable Britive's Partners through product training, best practice sharing, joint partner implementation support

Requirements:

• Minimum 2 years of software support experience.
• 2+ years in a SaaS environment, preferably start-up, at any stage
• Bachelor’s Degree or equivalent experience in cybersecurity SaaS field
• Excellent communication skills and a positive attitude.
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Proven experience with application / internet-based customer support.
• Full understanding of Customer Success / community engagement.
• Ability to self -manage and work within multiple systems efficiently (e.g. CRMs, JIRA, Monday.com and others.)
• The ability to prioritize and manage multiple tasks at once.

The estimated base salary for this role is $100,000 - $160,000. Individual compensation packages are based on various factors unique to each candidate, including experience, expertise, location, and other factors.

Perks + Benefits:

• Work from anywhere in the US! We are fully remote (US only, other areas are subject to review).
• Competitive compensation and meaningful equity
• Medical, dental, and vision insurance
• Paid parental leave benefits
• 401k (U.S.)
• Flexible + Unlimited PTO (U.S.)
• Career development opportunities and paths
• Home office and connectivity stipends
• Team socials + Offsites