Customer Success Manager

About Britive

Britive is the leader in cloud-native Privileged Access Management (PAM), purpose-built to secure access across dynamic, multi-cloud environments. We help the world’s most security-conscious organizations eliminate standing privileges, automate just-in-time access, and maintain continuous compliance — all without slowing down development. We’re a fast-growing, mission-driven company and we’re building the team that will define the next era of cloud security.

About the Role

As a Customer Success Manager at Britive, you will be the strategic anchor for a portfolio of enterprise accounts. You own the entire post-sale relationship — from initial deployment through long-term expansion — with primary responsibilities of renewals.  Your work is equal parts relationship management, project execution, and technical coordination: you run structured onboarding programs, lead monthly technical check-ins, and deliver executive-level Quarterly Business Reviews that clearly demonstrate ROI and identify new opportunities

This role requires someone who thrives in a cross-functional environment. You will coordinate daily with our Customer Success Engineers, Product Management, Pre-Sales, Sales Architects/Engineers and Account Managers. You will also keep our VP of Customer Success, CRO, and CEO apprised of account health, risks, and opportunities. If you love solving complex problems, building deep customer trust, and operating with a bias toward action in a high-growth startup, this role is for you.

What You’ll Do

Relationship Management & Customer Outcomes

• Serve as the primary point of contact and trusted strategic advisor for a portfolio of enterprise accounts post-sale.
• Build and maintain deep, long-term relationships with technical stakeholders, security leaders, and executive sponsors.
• Lead structured onboarding programs to ensure customers are deployed on time, on scope, and set up for measurable success.
• Host monthly technical check-ins with key customer stakeholders to review platform health, address blockers, and drive adoption.
• Prepare and deliver Quarterly Business Reviews (QBRs) with executive and key stakeholders that clearly demonstrate value, usage trends, and roadmap alignment.
• Proactively monitor account health, identify churn risk early, and develop mitigation plans before issues escalate.

Project & Deployment Management

• Own the end-to-end project plan for customer deployments, ensuring milestones are hit and stakeholders are aligned throughout.
• Manage timelines, action items, and follow-ups with precision — nothing falls through the cracks on your accounts.
• Coordinate closely with Britive Customer Success Engineers to drive technical implementation and resolve configuration blockers.
• Educate customers on Britive best practices, identity and access management workflows, and PAM use cases relevant to their environment.

Cross-Functional Coordination & Internal Alignment

• Serve as the connective tissue between customers and internal teams — including Product Management, Pre-Sales, Sales Architects, Sales Engineers, and Account Managers — to ensure seamless handoffs and consistent customer experience.
• Provide regular, structured updates to the VP of Customer Success, CRO, and CEO on account status, strategic opportunities, and escalation items.
• Collaborate with Sales and Pre-Sales during expansion and renewal cycles to ensure accurate scoping and smooth transitions.
• Advocate for customer needs internally, translating field insights into actionable product feedback.
• Drive customer advocacy efforts including case studies, reference calls, and product council participation.

What You’ll Bring

• 5+ years of experience in a Customer Success Manager, Technical Account Manager, or enterprise-facing post-sales role, ideally in a B2B SaaS environment.
• Demonstrated track record of managing large enterprise accounts with complex, multi-stakeholder environments and multi-phase deployment projects.
• Strong project management skills: you run structured programs, own timelines, and follow through relentlessly.
• Exceptional communication and presentation skills — you can run a room of CISOs and a room of engineers with equal confidence.
• Deep understanding of cybersecurity, cloud environments, and identity technologies — including PAM, IAM, IGA, SSO, and RBAC/ABAC models.
• Familiarity with cloud platforms (AWS, Azure, GCP) and identity providers such as Okta and Azure AD.
• Experience coordinating across multiple internal teams (sales, engineering, product, support) and keeping senior executives informed with crisp, concise communication.
• Experience in a fast-paced, early-stage or high-growth startup; you know how to operate with limited resources and build process where none exists.
• Must be based in the US or Canada.

Nice to Have

• Background working with security-focused, compliance-heavy, or regulated-industry customers (financial services, healthcare, government).
• Familiarity with infrastructure tools such as Terraform, Kubernetes, or HashiCorp Vault.
• Prior experience at a PAM, IGA, or cloud security vendor.