Onboarding Customer Success Manager

Company Description

About CyberArk:

CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk 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 CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description

As an Onboarding Customer Success Manager (OB-CSM) you own the onboarding journey for a portfolio of Americas customers. Your mission is to accelerate time-to-value, establish clear success criteria and drive customers towards their outcomes. You will orchestrate cross-functional resources (Services, Support, Sales Engineering, Product and Partners) to deliver a repeatable, programmatic onboarding experience that drives strong adoption and lays the foundation for expansion.

Key Responsibilities

• Customer Onboarding: Deliver the initial introduction to the solution and guide customers through a structured, milestone-driven onboarding process.
• Cross-Team Coordination: Collaborate with Sales, Support, PS, CSE, and Renewals to provide a seamless onboarding experience.
• Goal Alignment: Help customers define business goals and translate them into clear, measurable onboarding tasks.
• Team & Role Mapping: Ensure the customer has the right internal roles (admins, users, champions) assigned for successful adoption.
• Escalation Planning: Establish and communicate an escalation and responsibility matrix early in onboarding.
• Gap Identification: Detect early issues or readiness gaps and coordinate internal efforts to mitigate them.
• Progress Check-Ins: Conduct monthly or bi-monthly follow-ups until the first value is achieved.
• Enablement Guidance: Recommend training resources, community forums, and documentation to support self-guided learning.

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Qualifications

• 2-4 years of experience in Customer Success, Implementation, or Onboarding role within a SaaS or technology company
• Some level of project management experience will be preferred.
• Passion for customer experience and a proactive, problem-solving mindset
• Ability to manage multiple customer projects simultaneously
• Technical aptitude and ability to learn and explain complex software products. A prior technical or implementation experience will be an added advantage
• Knowledge of Identity & Access Management, Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP).
• Experience working with customer success tools (e.g., Salesforce, Gainsight, ChurnZero, HubSpot, or similar)
• Excellent communication skills
• Willingness to travel up to 15% for key workshops and executive reviews.

Additional Information

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $102,000 – $150,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.