This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Customer Success Manager - Enterprise / Commercial Segments based in India.
In this role, you will act as a strategic technical advisor responsible for driving the success of enterprise and commercial customers across their entire post-sales journey. You will ensure seamless onboarding, strong product adoption, and long-term value realization from a modern unified IT management platform. This position blends deep technical expertise with relationship management, requiring you to work closely with IT administrators, security teams, and executive stakeholders. You will proactively identify risks, resolve technical blockers, and guide customers toward optimal platform usage across identity, access, and device management domains. The role also involves translating complex technical capabilities into clear business outcomes that support customer goals. You will collaborate closely with internal product, engineering, and support teams to ensure customer success and continuous improvement. This is a high-impact role in a fast-paced SaaS environment where customer outcomes directly shape retention and growth.
Accountabilities:
- Own the end-to-end post-sales customer lifecycle for a portfolio of enterprise and commercial accounts.
- Serve as the primary technical advisor for customer stakeholders, including IT, security, and executive teams.
- Develop and maintain tailored success plans aligned with customer business and technical objectives.
- Drive onboarding, adoption milestones, and accelerated time-to-value for customers.
- Monitor customer health proactively, identifying risks and implementing mitigation strategies to improve retention.
- Optimize customer platform usage across identity, access, device management, and integrations.
- Lead complex technical escalations and coordinate resolution across internal teams such as Support, Product, and Engineering.
- Conduct business reviews and executive check-ins to demonstrate value realization and align on future goals.
- Identify expansion opportunities in collaboration with account management teams.
- Gather and share customer insights to influence product roadmap and improve platform capabilities.
Requirements:
- 5+ years of experience in SaaS, Customer Success, Technical Account Management, Solutions Engineering, or Enterprise Technical Support roles, including at least 3 years in a technical capacity.
- Strong technical expertise in at least three areas such as IAM, SSO (SAML/SCIM), Active Directory, Okta, Google Workspace, endpoint/MDM management, REST APIs, or Zero Trust security frameworks.
- Hands-on experience with systems administration across Windows, macOS, and Linux environments.
- Strong understanding of identity and access management concepts including SSO, SCIM, LDAP, and authentication protocols.
- Proven ability to manage senior stakeholder relationships and drive strategic customer engagement.
- Strong troubleshooting and problem-solving skills in complex technical environments.
- Excellent communication skills with the ability to translate technical concepts into business value.
- Experience working in fast-paced SaaS environments with strong organizational and prioritization abilities.
- Familiarity with scripting (PowerShell preferred) and integration tools is an advantage.
- Self-driven mindset with a proactive approach to learning and testing new technologies.
Benefits:
- Fully remote-first role within India with flexibility in work location.
- Opportunity to work with a globally distributed SaaS organization operating at enterprise scale.
- High-impact customer-facing role influencing product adoption and business outcomes.
- Exposure to cutting-edge identity, security, and IT management technologies.
- Strong culture of autonomy, ownership, and continuous learning.
- Opportunity to collaborate with global engineering, product, and customer success teams.
- Competitive compensation aligned with experience and expertise.