Senior Customer Success Manager (Remote)

Support United States Remote Full-time Senior

Description

Come join Venice , the company redefining Privileged Access Management (PAM) for the AI era. While legacy players are costly, clunky, and stuck in the past, Venice provides dynamic, AI‑aware privilege management that secures human, machine, and AI identities agentlessly.

Venice is already selling to the biggest enterprise in the world, with a product already displacing incumbents in Fortune 200 enterprises. We are looking for a founding‑level AE to join our GTM team and turn our massive inbound momentum into scaled revenue.

Summary

In this role, you will own a portfolio of enterprise accounts at a pivotal moment in the company’s growth. You will be joining a CS&S org that is being built with intention — tight team, high bar, and an AI‑powered support infrastructure.

Your job is everything above the deployment line: strategy, relationships, adoption, expansion, and making sure every customer in your book feels the full weight of Venice working for them. This is not a reactive CSM role — you will own success plans, run executive business reviews, and hold your own in technical conversations with IT security teams.

If you have worked in enterprise SaaS security, can build structure, and want to define what great CS looks like at a category‑defining company — this is your seat.

What you'll do?

Own a portfolio of enterprise accounts from post‑sale through renewal and expansion, including executive relationship management, technical adoption planning, and QBR execution.

Drive customers through structured success plans tied to deployment milestones: onboarding, implementation, go‑live, and ongoing care.

Lead technical discovery and business reviews with IT security stakeholders — translating Venice capabilities into measurable customer outcomes.

Partner with the Support team to triage and elevate complex technical issues, and close the loop with customers on resolution and prevention.

Surface product feedback and customer signals to R&D and Product — and advocate for your customers at the sequencing table.

Contribute to the Venice CS knowledge base: runbooks, playbooks, FAQs, and reusable success assets that scale the team.

Collaborate with Sales on expansion plays, renewals, and onboarding for new logos entering your book of business.

Shape the CS&S playbook — you are an early hire, and the processes you build will outlast your first year.

Why Join Us?

Founding impact: you are joining Venice at the ground floor — not a number, a builder.

Unrivalled product: Venice reduces standing privileges by 95% in weeks, not years. When you run a business review, the outcomes are real.

Career upside: meaningful impact at a cybersecurity startup and a clear path to leadership as we scale.

Direct line to leadership: you will work closely with the VP of CS&S and have a voice in how the function is built.

Comprehensive benefits: competitive base + performance bonus health/dental/vision, 401(k) match, flexible PTO, home office stipend.

Requirements

• 4+ years in Customer Success or Technical Account Management at a B2B SaaS company, with enterprise accounts.
• Technical fluency in identity, security, or infrastructure — you understand how SSO, MFA, PAM, ZTNA, or directory services work, and can hold your own in a conversation with an IT architect.
• Experience navigating complex enterprise environments: multiple stakeholders, IT change management, security compliance requirements, and procurement cycles.
• Strong executive presence — you can run a QBR with a CISO or IT Director and leave them confident in their investment.
• Discipline to manage a book of business: health scoring, renewal forecasting, escalation judgment, and expansion.
• Startup grit — you build structure, you do not wait for it.
• Familiarity with Salesforce or similar CRM for case and account management.

Nice to Have

Background in identity security, PAM, or zero trust network access (ZTNA).

Experience with Okta, Azure AD / Entra ID, AWS IAM, Delinea, or CyberArk implementations.

Prior experience at a security vendor or selling into IT security buying centers.

Exposure to AI‑assisted support workflows or CS automation tooling.

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