Customer Success Manager

Customer Success Manager

Radiant Logic, the identity data expert, helps organizations turn identity data into a strategic asset that drives automated governance, enhanced security, and operational efficiency.

Our RadiantOne Identity Data Platform removes complexity as a roadblock to identity-first strategies by creating an authoritative data source for real-time, context-aware controls. We provide visibility and actionable insights to intelligently detect and remediate risk using Al/ML-powered identity analytics. With RadiantOne, organizations can tap into the wealth of information across the infrastructure, combining context and analytics to deploy governance that works for the most advanced use cases. It's a radically simple approach.

All this is enabled by our team of first-class people. Our headquarters are in San Rafael, CA, with an office in Paris, France, and team members around the globe.

The Opportunity

The Customer Success Manager (CSM) is the operational quarterback of the customer relationship at Radiant Logic. You own the customer's post-initial-value journey — the plan, the health, the risk, and the internal orchestration across every team that touches the account. You are measured on realized customer value, retention (GRR), and net revenue retention (NRR), and you are the single point of accountability for the customer's success plan and renewal readiness signal.

You do not own the commercial relationship — that is the Account Executive. You do not own the technical engagement plan — that is Technical Success. You do not own the renewal motion — that is the Renewals function. You do not own product issue resolution — that is Technical Support. The CSM orchestrates all of them on behalf of the customer and the business and is the role the customer looks to when they want to know where their Radiant relationship is going.

Above all, the CSM leads with rapport. Service delivery planning, health, risk, and orchestration depend on customer stakeholders' willingness to engage. Rapport is not a soft skill; it is the operating condition that allows the quarterback role to function. Without it, meetings become transactional, signals become sanitized, and the account team is working from a filtered view of reality. With it, information moves earlier, direction becomes shared, and value realization accelerates.

Role in Customer Organization

Radiant Logic operates a Customer Organization built on a four-layer engagement model. The CSM sits at Layer 2 — Operational Quarterback — between executive and commercial ownership (Layer 1, Account Executive) and the technical value-realization engine (Layer 3, Technical Success). Technical Support operates adjacent to the layers (Layer 4, reactive). Renewals, Professional Services, and Product are peer interlocks.

The CSM is the connective layer. Every signal that matters to the customer's success — health, risk, adoption progression, renewal readiness, technical direction, commercial posture — either runs through the CSM or is known to the CSM. When a signal is late, the CSM is accountable; when the account is succeeding, every role in the operating model gets credit.

How You Will Work with Other Roles

The operating model depends on clean interlocks. Each CSM partnership has a defined rhythm and content expectation aligned with the Customer Success Operating Guide.

Partner role - How the CSM works with this role

Account Executive - Weekly strategic sync (for strategic accounts) or bi-weekly (for managed). You bring health, risk, and expansion readiness; the AE brings commercial posture and executive stakeholder map. Leave every sync with one aligned customer story — not two.

Technical Success - Continuous async signal exchange plus weekly formal sync. You bring account context, success plan priorities, customer stakeholder map, and strategic constraints; Technical Success brings the technical health view, architecture findings, and preventative engagement plan.

Technical Support - Account-level awareness of incidents and escalation — not ticket-level case management. You flag VIP status, active strategic sensitivity, and engagement timing; Technical Support flags major account incidents and pattern signals.

Renewals - You deliver churn risk assessment, renewal readiness signal, and health narrative on Renewals' commit rhythm (weekly in-quarter; monthly 90-day look-ahead). Renewals own the motion; you own the signal they depend on. A late signal is a CSM issue — not a renewals issue.

Professional Services - Scope expansion triggers when the customer is ready for a new PS engagement. Structured handoff review at onboarding completion — you capture as-built context, open items, and outcomes achieved into the success plan.

Product - Customer-level voice-of-customer: capability gaps blocking value realization, structured and evidence-based. Routed through the monthly field-VOC review with Technical Success and Technical Support.

Executive Sponsor - Event-driven engagement for strategic risk, commercial inflection, or customer exec change. You initiate; AE ratifies; Exec Sponsor responds with intent — not as a ceremonial role.

How You Will Work with The Customer

Every customer partnership has a defined engagement rhythm and relationship-building expectation. Rapport is a deliverable, not a byproduct — earned across many small moments of consistency with the customer's technical, operational, and executive stakeholders.

Stakeholder type - How CSM builds and sustains the relationship

Executive stakeholdersVP+, CIO / CISO / Chief Identity Officer, Executive Sponsor - Establish credibility through business fluency and consistent execution. Cadence: quarterly EBRs plus event-driven engagement — strategic risk, commercial inflection, executive change. What you bring: clarity on where their investment is landing and what needs their air cover. What you earn: the executive taking your call when it matters.

Operational leadersDirectors, Program Owners, Identity Program Leads - The day-to-day partners who feel the operating rhythm. Cadence: monthly working sessions plus continuous informal signal exchange. What you bring: preparedness, follow-through, and an honest read on trajectory — including bad news. What you earn: the first phone call when something shifts.

Technical practitionersArchitect