Manager of Customer Success

Location: Remote (U.S.) • Full-Time Team: Customer Success Mindset: Do you like owning outcomes, not just accounts? Read on. ABOUT NAMETAG Nametag is a category leader in identity verification, security, and account protection. We work with security-conscious enterprises where trust, reliability, and long-term partnerships matter. We’re building a world-class, remote-first Customer Success organization that takes real ownership of customer outcomes—not just renewals on a spreadsheet. We value intellectual curiosity, collaboration, and a strong sense of responsibility in protecting enterprise security. ABOUT THE ROLE We’re hiring a Customer Success Manager to own the post-sale customer relationship end-to-end. This role is accountable for successful onboarding, ongoing value delivery, executive alignment, and commercial renewals across a portfolio of enterprise customers. This is not a reactive support role and not a glorified account manager. You are the conductor. You’ll coordinate onboarding, guide customers through adoption milestones, surface risk early, and ensure Nametag is delivering measurable security and business value over time. The best person for this role enjoys being close to customers, is comfortable driving difficult conversations when needed, and thinks in terms of outcomes, not activities. RESPONSIBILITIES * Own the overall customer relationship for a defined pod of enterprise accounts from onboarding through renewal. * Lead structured onboarding journeys in partnership with Solutions Engineering and Support, ensuring customers reach first value quickly and correctly. * Develop and maintain success plans aligned to customer goals, use cases, and risk profiles. * Drive ongoing adoption through regular check-ins, Strategic Business Reviews, and proactive recommendations tied to customer security and identity outcomes. * Act as the primary point of coordination across Support, Engineering, and Product for customer-impacting issues. * Identify risk early (usage gaps, stakeholder churn, stalled initiatives) and run clear mitigation plans. * Own renewal motions end-to-end, including forecasting, stakeholder alignment, and commercial conversations. Proactively identify expansion opportunities and ensure the right sales partners are engaged at the right time. * Capture customer feedback and usage patterns, and translate them into actionable insights for Product and Leadership. * Advocate for best practices in identity, authentication, and account protection—helping customers mature over time, not just “go live.” WHAT YOU’LL WORK WITH * Enterprise customers running complex IAM and security environments. * Success tooling  - Pylon, HubSpot * Product usage data, onboarding milestones, and renewal forecasts. * Cross-functional partners in Solutions Engineering, Support, Product, and Sales. * Executive stakeholders on both the customer and Nametag side. QUALIFICATIONS * 3–7 years experience in Customer Success, Account Management, or Post-Sales roles in B2B SaaS. * Direct ownership of renewals and retention, ideally in an enterprise or security-adjacent product. * Proven experience running structured onboarding and long-term customer success motions. * Strong executive communication skills—comfortable with CISOs, IT leaders, and senior operators. * Ability to balance empathy with accountability: you can be a trusted partner without avoiding hard conversations. * Bonus: Experience in security, identity, IAM, or adjacent infrastructure products. WHO WILL SUCCEED IN THIS ROLE IF * You think customer success is about measurable outcomes, not check-the-box activities. * You’re comfortable being accountable for retention and renewal numbers * You enjoy driving clarity when customers are busy, distracted, or under-resourced. * You can zoom out to strategy and zoom in to execution without losing momentum. * You don’t wait for problems to escalate—you surface them early and deal with them directly. WHY JOIN You’ll have real ownership. Your work will directly influence retention, expansion, and customer trust in a security-critical product. You’ll partner closely with leadership, shape how we scale Customer Success, and help define what “great” looks like for enterprise customers at Nametag.

Job Summary Develops and maintains strong customer relationships within an assigned territory to drive awareness, adoption, and retention of OEC solutions. Provides strategic support to newly enrolled and onboarded customers by sharing best practices that enhance product engagement and maximize utilization, ultimately increasing parts sales through OEC platforms. Collaborates with internal teams, including leadership and analysts, to identify opportunities for customer engagement, improve satisfaction, support product adoption, and uncover potential areas for business expansion.   Key Responsibilities * Consults across OEC platforms regarding part solutions based on a solid knowledge of company applications which may include Collision, Mechanical, Retail, and Delivery/Logistics. * Maintains fluency in existing product lines. Proactively acquires knowledge of new product offerings or features with the goal of achieving fluency across the full OEC product portfolio. * Supports and educates clients to enhance product usage post onboarding. Reviews product functionality, assessment of key configuration setup, and specific feature overview while training additional users, creating marketing campaigns and collecting customer feedback aligned with OEC and customer goals. * Establishes desired outcomes, creating short-term and long-term goals to drive product adoption. Identifies and provides meaningful data to coach suppliers on effective strategies and to provide results of those efforts.  * Achieves targeted levels of customer utilization to ensure customer satisfaction by tracking identified metrics, spotting usage trends and proactively engaging with customers to increase adoption and customer advocacy.  * Responds to incoming requests from customers or other OEC teams (marketing, sales, Product) for product information and support including product re-training, adoption efforts, feature education or cancellation inquiries. * Provides basic troubleshooting guidance for technical questions and escalates as needed for additional support. * Utilizes business intelligence tools to track usage activities; recognizes trends and makes consultative recommendations to the customer. * Utilizes the CRM to capture all customer interactions and maintains valid customer account information. Accesses internal KnowledgeBase to provide reliable answers to customer inquiries or troubleshooting requests.  * Works with Manager to prioritize workload and leverage CRM to manage activities to ensure appropriate communication and engagement with customers. * Identifies upsell opportunities for performance coaching, product upgrades or additional sales and communicates opportunities to Direct Sales team along with supporting information through CRM.  * Contacts assigned accounts with a pending cancellation to obtain reason, re-establish desired outcomes, and identify opportunities to improve performance in an effort to rescind their cancellation. * Identifies at risk customers within territory to implement a targeted campaign for improvement.  Organizes, executes, measures, and reports results to team and/or Manager.  * Assists in OEM and Product specific new program launches, feature upgrades, pilots and special promotions by engaging with customers directly and partnering with other internal OEC teams.   Education An associate degree from an accredited college or university is required. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree.   Experience At least 2 years of experience in a customer focused, SMB customer success or account management role, to include a proven background producing quantifiable results through routine, proactive outbound phone contact.   Must also be able to demonstrate the following skills and abilities: * Basic to intermediate skills using all Microsoft 365 products, with a focus on Excel. * Strong organizational abilities with the ability to organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables. * Strong communication skills and can effectively target communications to a specific client or call to action. * Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.  * Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change. * Able to effectively work and thrive in a remote work environment that has limited opportunities for in-person interactions.