Customer Success Manager

<h4><strong>About Descope</strong></h4> <p>Descope is a developer-first identity provider for customers, partners, and AI agents. Our drag-and-drop approach to identity enables developers to easily deploy authentication, MFA, SSO, and MCP/AI agent authentication without writing custom code.<br>Descope is trusted by over 1000 organizations in production, including GoFundMe, Databricks, GoodRx, Linktree, and You.com. The company has $88M in seed funding led by Lightspeed and Notable Capital.</p> <p>We're "descoping" authentication plumbing from developers' daily lives while helping organizations turn identity into a business enabler. Come join us!</p> <p><strong>What You’ll Do:</strong></p> <p>As our Scaled Customer Success Manager, you'll help build and scale the programs, processes, and customer engagement strategies that drive adoption across our growing customer base. You'll combine customer-facing success management with operational excellence to improve customer outcomes at scale.</p> <p><strong>Own a scaled customer portfolio</strong></p> <ul> <li>Manage a shared pool of business customers rather than a fixed book of accounts, using customer health signals such as usage, engagement, support activity, and renewal timing to prioritize daily work</li> <li>Work through a prioritized queue to identify accounts where adoption has stalled, usage has declined, renewal risk is increasing, or expansion opportunities exist</li> <li>Let data and customer feedback—not gut feel—drive how you spend your time across a large customer portfolio</li> </ul> <p><strong>Drive customer adoption and retention through scaled engagement</strong></p> <ul> <li>Reach customers through scaled channels including email, calls, webinars, office hours, and lifecycle campaigns to help them realize value from Descope without a dedicated 1:1 engagement model</li> <li>Identify customer risks and opportunities, partnering with Customer Success Engineering, Support, Product, and other teams to understand root causes and drive the right next steps</li> <li>Identify customer growth opportunities and collaborate with Sales and Account Executives to support retention and expansion efforts</li> </ul> <h4>Enable scalable customer onboarding and operations</h4> <ul> <li>Support customer onboarding and implementation by creating repeatable guides, workflows, and resources that help customers successfully adopt Descope</li> <li>Partner with Customer Success Engineering and internal stakeholders to coordinate customer implementations, troubleshoot operational challenges, and drive successful outcomes</li> </ul> <h4>Continuously improve the scaled Customer Success motion</h4> <ul> <li>Design and optimize customer lifecycle programs and automated workflows using customer data and internal systems to improve adoption, reduce manual work, and scale Customer Success</li> <li>Use customer health, adoption, and operational data from business intelligence and customer analytics platforms (e.g., Looker and FunnelStory) to identify trends, uncover friction points, and provide actionable insights to leadership</li> </ul> <p><strong>Collaborate cross-functionally</strong></p> <ul> <li>Partner closely with Sales, Marketing, Product, Customer Success Engineering, and Operations to deliver a seamless customer experience and drive customer adoption, advocacy, and expansion</li> <li>Surface recurring customer feedback and friction points to Product and Engineering teams to influence future improvements</li> <li>Provide regular updates on customer health, portfolio trends, risks, and opportunities</li> </ul> <p><strong>Develop product and technical expertise</strong></p> <ul> <li>Stay fluent in Descope’s product, common use cases, and foundational identity/security concepts to confidently guide customers</li> <li>Develop technical fluency to understand customer implementations and collaborate effectively with Customer Success Engineering and technical stakeholders</li> </ul> <p><strong>What We’re Looking For:</strong></p> <ul> <li>3–5 years of experience in Customer Success, Account Management, or a related customer-facing role, ideally supporting scaled, SMB, or long-tail customer segments</li> <li>Experience managing a portfolio of customers through one-to-many, digital, or tech-touch engagement strategies</li> <li>Hands-on experience with CRM, business intelligence, and customer health platforms (e.g., HubSpot, Looker, Customer Health Score Platforms, or similar)</li> <li>Experience creating scalable customer programs such as webinars, office hours, lifecycle campaigns, playbooks, or customer education resources</li> <li>Experience designing, configuring, or improving customer lifecycle programs, automation workflows, or Customer Success processes</li> <li>Proven ability to drive customer adoption, retention, and growth outcomes</li> <li>Strong communication skills with the ability to collaborate effectively with technical teams, business stakeholders, and customer champions</li> <li>Highly organized with the ability to manage multiple customers, priorities, and competing initiatives</li> <li>Comfortable operating in ambiguity and building structure where needed</li> <li>A builder mindset with a passion for creating scalable Customer Success programs, improving processes, and continuously enhancing the customer experience</li> <li>Solid technical aptitude with the ability to understand customer implementations and partner with engineering teams</li> </ul> <p><strong>Nice to Have:</strong></p> <ul> <li>Background in developer tools, security, infrastructure, or CIAM</li> <li>Familiarity with authentication and identity concepts such as OAuth, OIDC, SAML, MFA, and SSO</li> <li>Familiarity with compliance and security standards such as SOC 2, GDPR, or CCPA</li> </ul> <h4><strong>Benefits</strong></h4> <ul> <li>Health, sorted: Medical, dental, and vision with strong coverage and flexible HSA and FSA options</li> <li>Feel good, actually: Mental health support and wellness resources when you need them</li> <li>Future you will thank you: 401k plan with employer support to help you build long term</li> <li>More money in your pocket: Tax advantaged benefits for healthcare and dependent care</li> <li>Life happens, and we make space for it: maternity leave designed to support you when it matters most.</li> <li>Stay connected: Monthly internet allowance to support your work from anywhere</li> <li>Lunch is on us: Paid lunches when you’re working from the office</li> <li>Keep growing: Budget and opportunities for personal development, including courses and conferences<br><br></li> </ul> <p><em>Descope is an equal opportunity employer. We hire people based on their skills and impact, nothing else. We’re committed to a fair and transparent process across every stage of employment.</em></p> <p><em>Compensation</em><em><br></em><em>Base salary range: $100,000 to $130,000</em><em><br></em><em>Final offer will depend on experience, skills, location, and overall market data. We also consider leveling, scope, and internal equity to make sure offers are fair and consistent.</em></p> <p>&nbsp;</p><div class="content-conclusion"><p>Please review the <a href="https://www.descope.com/job-candidates-privacy-notice">Job Candidate Privacy Notice</a></p></div>