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 & drop approach to identity enables developers to easily deploy authentication, MFA, SSO, and MCP / AI agent auth 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.<br>We're "descoping" authentication plumbing from developers' daily lives while helping organizations turn identity into a business enabler. Come join us!<br><br></p> <p><strong>What You’ll Do</strong></p> <ul> <li>Own the end to end post sales relationship across enterprise, mid market, and SMB customers, acting as a trusted advisor throughout the customer lifecycle.</li> <li>Drive adoption, retention, and expansion by aligning Descope’s platform to customer business goals.</li> <li>Lead executive and quarterly business reviews, clearly demonstrating value and identifying growth opportunities.</li> <li>Monitor customer health signals such as usage, engagement, and support activity, proactively addressing risks before they impact retention.</li> <li>Own and manage escalations, partnering with engineering, product, and support to ensure fast and effective resolution.</li> <li>Build strong relationships across all levels, from practitioners to executive stakeholders.</li> <li>Act as the voice of the customer internally, influencing product direction, documentation, and overall customer experience.</li> <li>Partner closely with Sales, Marketing, Product, and Customer Success Engineering to drive seamless handoffs, expansion opportunities, and customer advocacy.</li> <li>As the company grows, help hire, onboard, and mentor future CSMs.</li> <li>Design and scale the Customer Success function from the ground up, including:</li> </ul> <p>-Tiered engagement models based on customer size and complexity</p> <p>- Playbooks across onboarding, adoption, renewal, and expansion</p> <p>- Health scoring, success metrics, and reporting cadences</p> <p>- Scalable processes for escalation management and customer communication</p> <h4> </h4> <p><strong>What We’re Looking For</strong></p> <ul> <li>5+ years in customer facing roles, with 3+ years in Customer Success or similar roles in SaaS.</li> <li>Experience managing a diverse book of business across enterprise and commercial customers.</li> <li>Proven track record of driving retention, expansion, and customer outcomes.</li> <li>Experience building or improving Customer Success processes, not just operating within them.</li> <li>Strong executive presence and communication skills, with the ability to engage both technical teams and C level stakeholders.</li> <li>Analytical and data driven, comfortable using metrics to guide decisions and identify risk.</li> <li>Highly organized, able to manage multiple customers and priorities effectively.</li> <li>Comfortable operating in ambiguity and building structure where none exists.</li> <li>Solid technical aptitude, with the ability to understand customer implementations and collaborate with engineering teams.</li> </ul> <p><strong>Nice to Have</strong></p> <ul> <li>Experience as an early or first Customer Success hire.</li> <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>Experience with CS platforms like Gainsight, ChurnZero, or Totango, and CRM tools like Salesforce or HubSpot.</li> <li>Exposure to BI tools and customer health dashboards.</li> <li>Experience mentoring or leading other Customer Success team members.</li> <li>Familiarity with compliance and security standards such as SOC 2, GDPR, or CCPA.</li> </ul> <p><strong>Benefits</strong></p> <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>We’ve got your back: Company paid life and disability insurance for extra peace of mind</li> <li>More money in your pocket: Tax advantaged benefits for healthcare and dependent care</li> <li>Life happens & we support it: Family planning, fertility support, maternity leave, and lifestyle perks</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> <section class="text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&:has([data-writing-block])>*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-(--header-height)" data-turn-id="7202ca4f-6696-4330-ba6b-c5e5d41ca924" data-testid="conversation-turn-5" data-scroll-anchor="false" data-turn="user"></section> <section class="text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&:has([data-writing-block])>*]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-WEB:02962019-ee2a-49ec-8789-0d380340627c-4" data-testid="conversation-turn-6" data-scroll-anchor="false" data-turn="assistant"> <div class="text-base my-auto mx-auto pb-10 [--thread-content-margin:var(--thread-content-margin-xs,calc(var(--spacing)*4))] @w-sm/main:[--thread-content-margin:var(--thread-content-margin-sm,calc(var(--spacing)*6))] @w-lg/main:[--thread-content-margin:var(--thread-content-margin-lg,calc(var(--spacing)*16))] px-(--thread-content-margin)"> <div class="[--thread-content-max-width:40rem] @w-lg/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn"> <div class="flex max-w-full flex-col gap-4 grow"> <div class="min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal outline-none keyboard-focused:focus-ring [.text-message+&]:mt-1" data-message-author-role="assistant" data-message-id="12ef8c99-8f4e-4bee-b6e3-54fbfe9360ad" data-message-model-slug="gpt-5-3" data-turn-start-message="true"> <div class="flex w-full flex-col gap-1 empty:hidden"> <div class="markdown prose dark:prose-invert w-full wrap-break-word light markdown-new-styling"> <p data-start="0" data-end="196"><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 data-start="198" data-end="427" data-is-last-node="" data-is-only-node=""><em>Compensation</em><br data-start="210" data-end="213"><em>Base salary range: $180,000 to $200,000</em><br data-start="244" data-end="247"><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> </div> </div> </div> </div> </div> </div> </section><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>