• Design & scale CS processes: Build and evolve core Client Success workflows • Drive operational leverage: Continuously identify opportunities to reduce manual effort • Lead strategic initiatives: Own high-impact projects that improve CS effectiveness • Partner with CS leadership: Support team operations, planning, and communication • Own reporting & insights: Build dashboards and reporting for actionable insights • Enable tools & systems: Administer and optimize CS tools, driving adoption • Leverage AI & emerging tech: Identify and implement ways to use AI and automation • Drive cross-functional coordination: Partner across Sales, Proposals, Implementation, etc. • Uplevel team enablement: Identify gaps and build resources for team efficiency

• Own and manage 10+ active programmatic campaigns end-to-end across multiple accounts. • Lead all client communications, including status calls, QBRs, and escalations, providing clear insights and recommendations tied to business outcomes. • Serve as the technical owner of campaign execution, partnering closely with Operations to ensure campaigns are set up correctly, optimized effectively, and aligned to strategy. • Apply a deep understanding of DSP functionality and optimization levers to guide setup decisions, diagnose issues, and drive performance improvements. • Deliver client-ready reporting and performance insights in partnership with Analytics. • Proactively identify and support upsell, cross-sell, and renewal opportunities in collaboration with Sales. • Collaborate cross-functionally to resolve issues, drive performance, and ensure a high-quality client experience. • Partner with your Client Success Director on escalations, prioritizing fixes, communicating progress, and ensuring timely resolution.

Role Description The Senior Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification. Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction. We hire builders and owners–not coordinators. This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes. Role Scope - Own a portfolio of approximately 8–10 strategic enterprise customers - Operate within a high-touch engagement model where depth of partnership is prioritized over volume - Engage regularly with CIO, CISO, and senior technology leadership - Directly influence renewal outcomes, expansion opportunities, and executive satisfaction - Support customers operating in complex, highly integrated environments - Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation Core Responsibilities - Extreme Ownership of Customer Outcomes - Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer. - Establish clear success criteria and align internal execution accordingly. - Drive customers from deployment to durable operational reliance. - Orchestrate the resources required to achieve customer outcomes. - Treat each customer as a business, balancing advocacy with commercial responsibility. - Executive Engagement - Build trusted advisor relationships with CIO, CISO, and senior stakeholders. - Deliver Executive Business Reviews grounded in measurable business outcomes. - Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience. - Guide executive decision-making through insight and credible challenge when necessary. - Value Realization - Build and govern multi-year Success Plans for every strategic account. - Translate product capabilities into quantified business impact. - Ensure customers achieve the outcomes that justified their investment. - Develop referenceable advocates through demonstrated value. - Renewal Predictability - Own renewal posture across the portfolio with no late-stage surprises. - Inspect leading indicators including adoption depth, executive engagement, and realized value. - Communicate risk early with a clear mitigation strategy and path to resolution. - Risk Management & Account Health Leadership - Bring rigor and objectivity to evaluating account health. - Proactively identify erosion signals and mobilize cross-functional teams before issues escalate. - Develop and execute disciplined recovery strategies when required. - Deliver difficult messages when necessary to protect long-term outcomes. - Maintain high forecast accuracy for assigned accounts. - Cross-Functional Partnership - Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle. - Align commercial strategy with the Account Executive to support retention and expansion. - Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria. - Lead integrated account planning across Sales, Solutions, and Customer Success. - Foster a one-team approach focused on long-term customer value rather than functional handoffs. - While execution is shared, accountability for customer outcomes remains clear. - Internal Execution & Governance - Coordinate Sales, Professional Services, Support, Product, and partner teams. - Establish governance frameworks that drive accountability and transparency. - Remove obstacles and maintain execution momentum across large programs. - Operate effectively within highly matrixed customer organizations. Qualifications - 8-12+ years managing complex enterprise customers within SaaS or platform organizations - Demonstrated ownership of large, multi-threaded accounts with executive visibility - Proven experience driving renewals, expansion, and long-term customer value - Strong business and financial acumen with the ability to connect adoption to ROI - Executive-level communication skills and presence - Comfortable operating in ambiguous, high-stakes environments - Track record of proactively identifying risk and driving resolution Requirements - Nice to Have: Identity/Security Domain - Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. - Relevant exposure may include: - Identity Governance & Administration - Privileged Access Management - Access certifications / User Access Reviews - Compliance initiatives (SOX, ISO, NIST, SOC 2) - Zero Trust programs - Security transformation efforts - Example ecosystems include ServiceNow, Okta, SailPoint, CyberArk, Ping, Saviynt, and Microsoft Entra. - Domain expertise can be learned. Ownership cannot. What Success Looks Like in the First 12 Months - Establish executive relationships across the assigned portfolio within the first two quarters - Implement structured Success Plans for every strategic account - Deliver Executive Business Reviews tied directly to customer business outcomes - Maintain predictable renewal posture with clear risk visibility - Identify expansion opportunities through demonstrated value - Develop referenceable customer advocates Operating Principles - Extreme ownership is expected - Problems are surfaced early, not explained late - Disagreement is acceptable; lack of clarity is not - Customer advocacy and commercial accountability are equally important - We operate as one account team with shared goals and clear accountability Our Culture - Ownership Mindset - Act with Integrity - Guardians of our Customers - Opinionated Humility - Build Trust, Earn Trust Benefits At Veza, your base pay is one part of your total compensation package. For this position, the reasonably expected pay range can be discussed with your recruiter for the level at which this job has been scoped. Your base pay will depend on several factors, including your experience, qualifications, education, location, and skills. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for equity and a competitive benefits package. Company Description Veza is the identity security company. Identity and security teams use Veza to secure identity access across SaaS apps, on-prem apps, data systems, and cloud infrastructure. Veza solves the blind spots of traditional identity tools with its unique ability to ingest and organize permissions metadata in the Veza Authorization Graph. Global enterprises like Blackstone, Wynn Resorts, and Expedia trust Veza to visualize access permissions, monitor permissions activity, automate access reviews, and remediate privilege violations. Founded in 2020, Veza is headquartered in Redwood City, California, and is funded by Accel, Bain Capital, Ballistic Ventures, GV, Norwest Venture Partners, and True Ventures. Visit us at veza.com and follow us on LinkedIn, Twitter, and YouTube.

• Owning and developing a portfolio of Tier 3 partner accounts through a scalable, digital-first engagement model. • Driving retention and renewals, monitoring customer health data to identify risks and growth opportunities early. • Designing and delivering outreach cadences, engagement journeys, and feedback programmes (NPS, CSAT). • Identifying and supporting commercial growth opportunities within existing accounts. • Improving Customer Success processes, playbooks, reporting, and tooling, including automation workflows and health scoring. • Acting as the internal expert on Customer Success tooling (we currently use Vitally) and supporting strategic initiatives including lifecycle optimisation and segmentation. • Supporting escalations and complex customer conversations across the wider CS team, and informally coaching others to raise the bar.