Customer Success Manager

Job description

About Us: VanishID is a cybersecurity company that offers privacy services to protect executives, employees, and their families against a wide range of cyber and physical threats. VanishID proactively and continuously eliminates exposed personally identifiable information from the public web and neutralizes compromised credentials, while feeding security teams with human risk intelligence that boosts the performance of security programs. VanishID is redefining privacy and trust on the internet. VanishID is growing and we want you to join our mission to keep people and enterprises safe. We are adding a Customer Success Manager to our team who will drive value for our customers from day one. This person will onboard, retain, and grow our customer accounts, and serve as the technical partner who connects VanishID to each customer's identity and security stack. This role will report to the Head of Customer Success. This is a unique opportunity to join us at this early stage where you will feel the impact of your work every day and have an open runway for growth. We are a remote-first company and are open to candidates throughout the United States. This role is not eligible for visa sponsorship. What you will do in the Customer Success Manager role: - Own onboarding end-to-end: Get new customers live quickly, from kickoff through technical setup, including SSO (SAML/OIDC) and SCIM provisioning with providers like Okta and Microsoft Entra ID. Make VanishID a trusted part of how they protect their people. - Drive technical integrations: VanishID delivers value across teams through integrations, so be comfortable reading API documentation! You'll help customers solve problems by enriching their identity data with our intelligence across their systems (from the SOC to HR), connecting VanishID to their tools through our REST API and webhooks, and pulling in engineering when a problem needs a deeper hand. - Drive adoption and retention: Monitor account health, catch risk early, and run the check-ins that keep customers seeing value. - Present to executives: Lead Quarterly Business Reviews for your customers that show impact and set expectations on what comes next, and deliver 1:1 executive debriefs that help protect our most targeted users. - Grow the account: Spot expansion opportunities as customer needs evolve and build the business case for additional protection tiers. - Be the voice of the customer: Bring field insight back to our product team and help shape what we build next. Characteristics we are looking for in a candidate (need to have): - 3–5 years in Customer Success, Account Management, or a related client-facing role: You've carried customers from onboarding through renewal and expansion. - Working technical fluency: You can hold a real conversation about SSO, user provisioning, and API-based integrations with a customer's IT or security team, and you pick up technical tools and processes quickly. - Exceptional communication and presentation skills: You can confidently engage C-suite executives, board members, and senior stakeholders in writing and in person. - A balanced approach to customer success: You're equally comfortable building trust, running scalable onboarding and engagement processes, and finding room to grow an account. - Proficiency with CRM platforms: You use Salesforce or HubSpot to keep your book of business accurate and current. Characteristics we are looking for in a candidate (nice to have): - Hands-on identity provider experience: Okta, Microsoft Entra ID (Azure AD), or Ping, including SSO (SAML/OIDC), SCIM provisioning, attribute mapping, and sign-in troubleshooting. - Comfort with REST APIs and webhooks: reading API documentation, testing endpoints in Postman, and common authentication methods like OAuth and API keys. - Prior identity or IT admin background, or experience supporting technical integrations for customers. - Experience in cybersecurity, privacy, or adjacent industries prioritized; experience in SaaS/B2B technology, financial services, healthcare, or professional services (legal, consulting) also considered. - Familiarity with Customer Success platforms - Relevant certifications such as PMP, CIPP, or CISSP - Startup or small-team experience with a self-starter mentality - Background serving executives and VIPs as customers with high-touch, white-glove service Benefits, PTO & Equity We're proud to offer a generous benefits package including: - Various high quality medical plans with up to 100% employer-paid coverage for employees and 50% employer-paid coverage for dependents - Dental and vision plans with partial employer-paid coverage - Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) - Free access to One Medical, Teladoc, HealthAdvocate and TalkSpace online therapy - Employer-paid short- and long-term disability insurance - Equity in a growing startup - 401k with employer match and immediate vesting (both Traditional and Roth) - Discretionary PTO (we trust you to take time off when you need it!) - 13 annual holidays off - AI Tool Stipend for Personal Use - Paid parental leave - Monthly virtual events - A truly remote-first environment An Important Note: Don’t meet every single requirement? At VanishID, we are dedicated to building a diverse, inclusive and authentic team, so if you’re excited about this role, but your past experience doesn’t fit perfectly with every qualification in the job description, we encourage you to apply anyway. You may be exactly the person we’re looking for to fill this or other roles. Equal Employment Opportunity We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.