Customer Success Manager

Customer Success Manager Apply Apply Description Radiant Logic Introduction Radiant Logic, the identity data expert, helps organizations turn identity data into a strategic asset that drives automated governance, enhanced security, and operational efficiency. Our RadiantOne Identity Data Platform removes complexity as a roadblock to identity-first strategies by creating an authoritative data source for real-time, context-aware controls. We provide visibility and actionable insights to intelligently detect and remediate risk using Al/ML-powered identity analytics. With RadiantOne, organizations can tap into the wealth of information across the infrastructure, combining context and analytics to deploy governance that works for the most advanced use cases. It's a radically simple approach. All this is enabled by our team of first-class people. Our headquarters are in San Rafael, CA, with an office in Paris, France, and team members around the globe. The Opportunity The Customer Success Manager (CSM) is the operational quarterback of the customer relationship at Radiant Logic. You own the customer's post-initial-value journey — the plan, the health, the risk, and the internal orchestration across every team that touches the account. You are measured on realized customer value, retention (GRR), and net revenue retention (NRR), and you are the single point of accountability for the customer's success plan and renewal readiness signal. You do not own the commercial relationship — that is the Account Executive. You do not own the technical engagement plan — that is Technical Success. You do not own the renewal motion — that is the Renewals function. You do not own product issue resolution — that is Technical Support. The CSM orchestrates all of them on behalf of the customer and the business and is the role the customer looks to when they want to know where their Radiant relationship is going. Above all, the CSM leads with rapport. Service delivery planning, health, risk, and orchestration depend on customer stakeholders' willingness to engage. Rapport is not a soft skill; it is the operating condition that allows the quarterback role to function. Without it, meetings become transactional, signals become sanitized, and the account team is working from a filtered view of reality. With it, information moves earlier, direction becomes shared, and value realization accelerates. Role in Customer Organization Radiant Logic operates a Customer Organization built on a four-layer engagement model. The CSM sits at Layer 2 — Operational Quarterback — between executive and commercial ownership (Layer 1, Account Executive) and the technical value-realization engine (Layer 3, Technical Success). Technical Support operates adjacent to the layers (Layer 4, reactive). Renewals, Professional Services, and Product are peer interlocks. The CSM is the connective layer. Every signal that matters to the customer's success — health, risk, adoption progression, renewal readiness, technical direction, commercial posture — either runs through the CSM or is known to the CSM. When a signal is late, the CSM is accountable; when the account is succeeding, every role in the operating model gets credit. What You Will Do 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. How You Will Work with Other Roles The operating model depends on clean interlocks. Each CSM partnership has a defined rhythm and content expectation aligned with the Customer Success Operating Guide. Partner role How the CSM works with this role Account Executive Weekly strategic sync (for strategic accounts) or bi-weekly (for managed). You bring health, risk, and expansion readiness; the AE brings commercial posture and executive stakeholder map. Leave every sync with one aligned customer story — not two. Technical Success Continuous async signal exchange plus weekly formal sync. You bring account context, success plan priorities, customer stakeholder map, and strategic constraints; Technical Success brings the technical health view, architecture findings, and preventative engagement plan. Technical Support Account-level awareness of incidents and escalation — not ticket-level case management. You flag VIP status, active strategic sensitivity, and engagement timing; Technical Support flags major account incidents and pattern signals. Renewals You deliver churn risk assessment, renewal readiness signal, and health narrative on Renewals' commit rhythm (weekly in-quarter; monthly 90-day look-ahead). Renewals own the motion; you own the signal they depend on. A late signal is a CSM issue — not a renewals issue. Professional Services Scope expansion triggers when the customer is ready for a new PS engagement. Structured handoff review at onboarding completion — you capture as-built context, open items, and outcomes achieved into the success plan. Product Customer-level voice-of-customer: capability gaps blocking value realization, structured and evidence-based. Routed through the monthly field-VOC review with Technical Success and Technical Support. Executive Sponsor Event-driven engagement for strategic risk, commercial inflection, or customer exec change. You initiate; AE ratifies; Exec Sponsor responds with intent — not as a ceremonial role. How You Will Work with The Customer Every customer partnership has a defined engagement rhythm and relationship-building expectation. Rapport is a deliverable, not a byproduct — earned across many small moments of consistency with the customer's technical, operational, and executive stakeholders. Stakeholder type How CSM builds and sustains the relationship Executive stakeholders VP+, CIO / CISO / Chief Identity Officer, Executive Sponsor Establish credibility through business fluency and consistent execution. Cadence: quarterly EBRs plus event-driven engagement — strategic risk, commercial inflection, executive change. What you bring: clarity on where their investment is landing and what needs their air cover. What you earn: the executive taking your call when it matters. Operational leaders Directors, Program Owners, Identity Program Leads The day-to-day partners who feel the operating rhythm. Cadence: monthly working sessions plus continuous informal signal exchange. What you bring: preparedness, follow-through, and an honest read on trajectory — including bad news. What you earn: the first phone call when something shifts. Technical practitioners Architects, Identity Engineers, Operations Staff The people who deliver the outcome inside the customer organization. Cadence: participate in technical touchpoints without owning the technical work. What you bring: respect for their expertise, context on Radiant priorities, and the ear that gets them heard internally. What you earn: candid ground truth on what is working. Cross-functional peers Security, Compliance, Program, Data Stakeholders adjacent to identity whose posture influences the customer's success. Cadence: as-needed, contextually. What you bring: awareness of their concerns and the ability to fold them into the Radiant plan without over-scoping. What you earn: allies who reinforce the case for Radiant when it isn't your meeting. What this role is not The CSM role is deliberately scoped. Holding the line below is what keeps the Customer Organization operating as an integrated system. Not a pseudo support engineer. The CSM is not the point of resolution for product issues. The CSM is informed about account-level incidents; Technical Support owns case management. Not an AE. The CSM does not negotiate commercial terms, own the renewal motion, or run the pricing conversation. The CSM equips those motions with evidence and readiness signal. Not the technical engagement lead. Architecture reviews, health checks, optimization, and upgrade planning are Technical Success work. The CSM sets priority and account context; Technical Success executes the technical work. Not a VOC black hole. Every voice-of-customer item the CSM surfaces has a traceable destination and a follow-through commitment. Qualifications Required Qualifications 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). Preferred 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.