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.

Customer Success Manager, Enterprise US Remote (PST) What Do We Do? Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next. We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work — from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective. More than 50,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources — uncovering opportunities and acting on them at a scale that would be impossible manually.  What You're Applying For: As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise clients who maintain the relationship with the stores directly.  You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success. This CSM will own relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality.We are prioritizing candidates based on the West Coast of the US or those who can comfortably work during Pacific Standard Time (PST) hours. What You'll Do: - Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale. - Revenue and renewal forecasting - Understand customers’ goals, and implementing tailored success plans - Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals. - Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals - Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges - Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices - Lead and present at client meetings, both in-person and over video conference - Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies - Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements - Contribute to the continued development and improvement of the Triple Whale Customer experience What You'll Bring: - Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment - Ability to thrive in a dynamic, fast paced startup environment - Superb written and verbal communication skills - Quick learner - Flexible, embraces change and new responsibilities - Excellent computer skills and tech savvy - Service-oriented, passionate about providing top notch service to our clients - Detail-oriented, capable of handling multiple responsibilities at once - Positive attitude, empathy, and high energy - Thrives in a collaborative team environment Our Values - We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. - We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.  - We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together.  - We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths. - We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other. Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Base Compensation Range: 120,000-130,000 ​​Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location- so everything stays above board and whale-balanced.  The range you sea on each job posting shows the minimum and maximum target salary for new hires across all U.S. locations. Join Us in Making Waves If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment. Referred?  Got here thanks to a friend? Splash some gratitude their way!  They'll need to submit your application through our referral system to make it official.   #LI-Remote

• Manage customer case queue by working, resolving or reassigning cases in a timely manner. Providing regular updates to the customer until case is closed. • Provide frontline call support for customers, end users and law enforcement. • Provide clear concise documentation on all cases and tickets. • Communicate effectively, clearly and concisely (written and verbal) with both customers and internal team members. • Resolve customer issues by addressing issues and escalating urgent problems to the correct team and/or management. • Assist with Portal Training and initial account provisioning for new and existing customers. • Conduct ongoing customer portal training as needed. • Address product and service inquiries by obtaining information from internal stakeholders and communicating back to customers. • Assist with 911 address validations and provisioning. • Act as primary point of escalation assistance for customers. • Act as liaison between customer and internal partners (Translations, NOC, Sales, Product, Billing); escalating on customer behalf when necessary. • Conduct invoice reviews with customers. • Utilize reporting tools (Qlikview, BART) to address basic customer reporting questions. • Maintain customer profiles with adherence to CPNI rules. • Deliver contract amendments (rate changes) to customers. • Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines. • Build strong internal and external relationships. • Embrace the company culture and participate in ongoing training, including staff meetings. • Assist with special projects as needed. • Monitor customer capacity weekly and update trunks as necessary. • Contributes to the creation of process, policy and job aids for the team so that they may best support and troubleshoot customer inquiries and issues. • Assists with training for new hires on programs and procedures. • Perform other job-related duties as assigned.