Commercial, Customer Success Manager
ConductorOne is the first AI-native identity security platform that protects every identity: human, non-human, and AI. With powerful automation, platform-level AI, and out-of-the-box connectors, it centralizes access visibility, enforces fine-grained controls, enables just-in-time access, and automates user access reviews across all apps. It’s easy to use, quick to deploy, and trusted by enterprises like DigitalOcean, Instacart, Ramp, and Zscaler.
We are PUMPED to expand the customer success team! Looking for someone with a technical SaaS background who excels at hands-on implementation work and thrives on helping customers get up and running quickly. You'll be the go-to expert for guiding small to mid-sized accounts through onboarding, providing technical training, and ensuring they achieve value fast. This role is perfect for someone who loves rolling up their sleeves, working directly with customers on configuration, and building scalable processes.
Key Responsibilities
Lead Implementations: Own the full onboarding cycle from sales hand-off to go-live for commercial accounts. Accountable to quick time to value metrics and ensure a smooth, efficient implementation experience.
Technical Configuration & Setup: Get hands-on with customer configurations, system integrations, and technical troubleshooting to unblock go-lives and drive adoption.
Customer Training: Conduct training sessions and create enablement materials to ensure customers understand how to use the platform effectively, with a focus on self-sufficiency.
Account Management: Manage a portfolio of small to mid-sized accounts, monitoring customer health, driving engagement, and identifying opportunities for expansion.
Project Management: Act as project manager for multiple simultaneous onboardings. Create quick project plans, coordinate tasks, and communicate status to customers and internal stakeholders.
Product Knowledge: Develop deep technical expertise in our products to provide guidance, best practices, and troubleshooting support to customers.
Cross-functional Collaboration: Work closely with Sales, Product, and Engineering teams to ensure seamless handoffs, resolve customer blockers, and advocate for customer needs.
Process Improvement: Identify opportunities to streamline implementation processes, create reusable resources, and build scalability into our commercial customer motion.
Support Renewals: Partner with Sales to ensure customers see value and are positioned for renewal success.
Ownership:
You'll own a book of commercial accounts, focusing heavily on implementation and early-stage customer success. You'll drive quick time to value through efficient execution, improve our implementation playbooks with insights from the field, and set customers up for long-term success. You'll learn the ins and outs of the identity security landscape and become an expert at helping companies modernize their IAM practices.
Experience and Qualifications:
Based in San Francisco (required for this role); Hybrid (in office 2-3 days per week)
3-5 years of experience in customer-facing implementation, onboarding, or technical account management roles with SaaS products
Experience in IAM, IT, Security, or adjacent spaces is a plus
Proven track record of successfully onboarding multiple customers simultaneously with technical products involving system integrations
Strong project management skills with the ability to juggle priorities and keep implementations on track
Technical aptitude and comfort getting hands-on with product configuration, APIs, and integrations
Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
Self-starter mentality who loves building processes and solving problems creatively
Excited to work cross-functionally and wear multiple hats in a fast-growing startup environment
Energized by helping customers succeed and passionate about delivering exceptional experiences
ConductorOne, Inc. is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.