Strategic Customer Success Manager

Ottawa, Ontario, Canada; San Jose, California, United States

Location: San Jose office hybrid or US remote

Axiad is an identity security company tackling the critical threats posed by compromised credentials, which account for over 70% of enterprise breaches.  As human and non-human identities multiply across disparate systems, traditional ICAM tools fall short, leaving organizations with fragmented visibility and significant security gaps.

Axiad bridges this divide by uncovering hidden identity risks and credential vulnerabilities, providing actionable insights to strengthen security—without requiring a complete system overhaul.  Our solutions integrate seamlessly with existing ICAM infrastructures, enabling organizations to shrink their attack surface and adopt phishing-resistant, strong authentication methods.

At Axiad, we make identity security simple, effective, and real for a passwordless, more secure world.  Discover more at axiad.com or follow us on LinkedIn.

Job Description:

Axiad is seeking a highly motivated and Strategic Customer Success Manager (CSM) to drive deep, strategic engagements with our enterprise customers ensuring our identity security solutions deliver measurable business impact. This role goes beyond traditional support; the ideal candidate will act as a trusted advisor to security and IT leaders, proactively identify opportunities to expand customer value, and provide critical insights to shape our product roadmap. The CSM will be responsible for driving customer adoption, ensuring measurable business impact, and fostering long-term partnerships.

Key Responsibilities:

  • Strategic Customer Engagement: Develop and execute strategic account plans that align Axiad solutions with customers' business objectives and security priorities. Proactively identify opportunities to increase product adoption, drive expansion, and enhance the overall customer experience.
  • Executive Relationship Management: Build and maintain strong relationships with C-level executives (CISOs, CIOs) and other key stakeholders within customer organizations. Conduct regular executive business reviews (EBRs) to communicate progress, demonstrate ROI, and align on strategic goals.
  • Value Realization and ROI Demonstration: Work closely with customers to define success metrics, track progress, and demonstrate the value and ROI of Axiad solutions. Provide data-driven insights and recommendations to optimize their security posture.
  • Customer Onboarding and Enablement: Oversee the successful onboarding of new customers, ensuring smooth implementation, rapid adoption, and early value realization..
  • Adoption and Expansion: Drive customer adoption of Axiad solutions by proactively identifying use cases, promoting best practices, and conducting strategic account planning. Partner with the Sales team to identify and drive expansion opportunities, demonstrating business impact and maximizing customer investment.
  • Customer Advocacy and Feedback: Act as the voice of the customer within Axiad, gathering feedback on product features, functionality, and overall experience. Champion customer needs and insights to the Product team to influence the product roadmap and ensure our solutions continue to meet evolving security challenges.
  • Cross-Functional Collaboration: Collaborate closely with Sales, Support, and Product teams to ensure a seamless customer journey, resolve issues effectively, and drive continuous improvement in our products and services.
  • Customer Health Management: Monitor key customer health metrics (e.g., usage, satisfaction, renewal rate) and proactively identify and mitigate risks to churn. Develop and implement strategies to improve customer retention and loyalty.

Qualifications:

  • 5+ years in Customer Success, Account Management, or related roles in a SaaS environment, preferably in ICAM, cybersecurity, or cloud security.
  • Proven track record of successfully managing and growing relationships with senior security and IT leaders (CISOs, CIOs, Security Directors)
  • Strong understanding of ICAM concepts such as authentication, authorization, PKI, FIDO, SSO, MFA, and identity lifecycle management.
  • Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • Ability to work cross-functionally and influence without direct authority.
  • Familiarity with Customer Success platforms (Gainsight, ChurnZero, ClientSuccess) and CRM tools like Salesforce.com.
  • Experience leveraging AI, data and analytics to drive customer engagement and adoption.
  • Bachelor's degree in Business, Computer Science, or related field preferred.

Compensation:  $125K - $155K + bonus + equity + benefits

ABOUT US

We are a fast moving company and are looking for candidates with growth potential, eager to learn and who can demonstrate their abilities and motivation to contribute in a fast pace environment.  Axiad offers a competitive salary, stock options and a full list of benefits, including health, 401K, vision and dental coverage. You will work in a fun and creative environment with a talented group of individuals that have a passion for building great solutions.

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