Customer Success Manager

Customer Success Manager

Los Altos, CA (HQ)

About Descope

Descope is a developer-first identity provider for customers, partners, and AI agents. Our drag-and-drop approach to identity enables developers to easily deploy authentication, MFA, SSO, and MCP/AI agent authentication without writing custom code. Descope is trusted by over 1000 organizations in production, including GoFundMe, Databricks, GoodRx, Linktree, and You.com. The company has $88M in seed funding led by Lightspeed and Notable Capital.

We're "descoping" authentication plumbing from developers' daily lives while helping organizations turn identity into a business enabler. Come join us!

What You'll Do:

As our Scaled Customer Success Manager, you'll help build and scale the programs, processes, and customer engagement strategies that drive adoption across our growing customer base. You'll combine customer-facing success management with operational excellence to improve customer outcomes at scale.

Own a scaled customer portfolio

• Manage a shared pool of business customers rather than a fixed book of accounts, using customer health signals such as usage, engagement, support activity, and renewal timing to prioritize daily work
• Work through a prioritized queue to identify accounts where adoption has stalled, usage has declined, renewal risk is increasing, or expansion opportunities exist
• Let data and customer feedbacknot gut feeldrive how you spend your time across a large customer portfolio

Drive customer adoption and retention through scaled engagement

• Reach customers through scaled channels including email, calls, webinars, office hours, and lifecycle campaigns to help them realize value from Descope without a dedicated 1:1 engagement model
• Identify customer risks and opportunities, partnering with Customer Success Engineering, Support, Product, and other teams to understand root causes and drive the right next steps
• Identify customer growth opportunities and collaborate with Sales and Account Executives to support retention and expansion efforts

Enable scalable customer onboarding and operations

• Support customer onboarding and implementation by creating repeatable guides, workflows, and resources that help customers successfully adopt Descope
• Partner with Customer Success Engineering and internal stakeholders to coordinate customer implementations, troubleshoot operational challenges, and drive successful outcomes

Continuously improve the scaled Customer Success motion

• Design and optimize customer lifecycle programs and automated workflows using customer data and internal systems to improve adoption, reduce manual work, and scale Customer Success
• Use customer health, adoption, and operational data from business intelligence and customer analytics platforms (e.g., Looker and FunnelStory) to identify trends, uncover friction points, and provide actionable insights to leadership

Collaborate cross-functionally

• Partner closely with Sales, Marketing, Product, Customer Success Engineering, and Operations to deliver a seamless customer experience and drive customer adoption, advocacy, and expansion
• Surface recurring customer feedback and friction points to Product and Engineering teams to influence future improvements
• Provide regular updates on customer health, portfolio trends, risks, and opportunities

Develop product and technical expertise

• Stay fluent in Descope's product, common use cases, and foundational identity/security concepts to confidently guide customers
• Develop technical fluency to understand customer implementations and collaborate effectively with Customer Success Engineering and technical stakeholders

What We're Looking For:

• 35 years of experience in Customer Success, Account Management, or a related customer-facing role, ideally supporting scaled, SMB, or long-tail customer segments
• Experience managing a portfolio of customers through one-to-many, digital, or tech-touch engagement strategies
• Hands-on experience with CRM, business intelligence, and customer health platforms (e.g., HubSpot, Looker, Customer Health Score Platforms, or similar)
• Experience creating scalable customer programs such as webinars, office hours, lifecycle campaigns, playbooks, or customer education resources
• Experience designing, configuring, or improving customer lifecycle programs, automation workflows, or Customer Success processes
• Proven ability to drive customer adoption, retention, and growth outcomes
• Strong communication skills with the ability to collaborate effectively with technical teams, business stakeholders, and customer champions
• Highly organized with the ability to manage multiple customers, priorities, and competing initiatives
• Comfortable operating in ambiguity and building structure where needed
• A builder mindset with a passion for creating scalable Customer Success programs, improving processes, and continuously enhancing the customer experience
• Solid technical aptitude with the ability to understand customer implementations and partner with engineering teams

Nice to Have:

• Background in developer tools, security, infrastructure, or CIAM
• Familiarity with authentication and identity concepts such as OAuth, OIDC, SAML, MFA, and SSO
• Familiarity with compliance and security standards such as SOC 2, GDPR, or CCPA

Benefits

• Health, sorted: Medical, dental, and vision with strong coverage and flexible HSA and FSA options
• Feel good, actually: Mental health support and wellness resources when you need them
• Future you will thank you: 401k plan with employer support to help you build long term
• More money in your pocket: Tax advantaged benefits for healthcare and dependent care
• Life happens, and we make space for it: Maternity leave designed to support you when it matters most.
• Stay connected: Monthly internet allowance to support your work from anywhere
• Lunch is on us: Paid lunches when you're working from the office
• Keep growing: Budget and opportunities for personal development, including courses and conferences

Descope is an equal opportunity employer. We hire people based on their skills and impact, nothing else. We're committed to a fair and transparent process across every stage of employment.

Compensation Base salary range: $100,000 to $150,000 Final offer will depend on experience, skills, location, and overall market data. We also consider leveling, scope, and internal equity to make sure offers are fair and consistent.

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