Senior Customer Success Lead

About Oleria Oleria provides adaptive and autonomous identity security solutions to protect and enable today's dynamic enterprise. Our platform delivers unparalleled fine-grained access visibility, including usage insights at the individual resource level, so CISOs can confidently answer: Who has access to what? How did they get it? What are they doing with it? With our recent launch of Adaptive Identity Governance, we have a massive opportunity to disrupt the legacy IGA market. We're replacing multi-year, multi-million dollar deployments with a data-first, AI-native platform that gets organizations governed in under an hour. It's a wide-open market, and we're just getting started. Founded by cybersecurity veterans Jim Alkove and Jagadeesh Kunda, who built and secured platforms used by billions globally, we've raised $60M+ from Evolution Equity Partners, Salesforce Ventures, Tapestry VC, Zscaler, and other technology luminaries. Our Fortune 500 and public sector clients trust us to protect millions of users worldwide. We're proud to be recognized as a LinkedIn Best Startup and a Best Startup to Work For by Built In. Join a well-funded team with real traction, a game-changing new product, and a mission to deliver identity security that sets your business free. Learn more: The Mission This is not a classic CSM role. You are the person who makes Oleria’s Fortune 500 and enterprise customers wildly successful—and turns that success into durable, expanding revenue. You own the full customer lifecycle from onboarding through operationalization, adoption, renewal, and expansion. When a new enterprise customer signs, you are the one who ensures they get to full value fast—not in months, but in weeks. You understand their identity security challenges deeply enough to configure their success path, and you stay close enough to spot when they’re ready to expand from platform into IGA or from one team to many. You also serve as the voice of the customer inside Oleria. The patterns you see across your book of business—what’s working, what’s friction, where the product falls short—directly shape our product roadmap, our enablement content, and our go-to-market messaging. Engineering and product will want a piece of your time because what you know about how customers actually use Oleria is irreplaceable. At our stage, with several large enterprise customers, this role is one of the highest-leverage positions in the company. Every customer you operationalize becomes a case study. Every expansion you drive compounds our revenue. Every reference you build accelerates the next deal. This role will require periodic travel, including to our HQ based in Bellevue, WA. At this time, we are unable to provide visa sponsorship for this position. We welcome applications from candidates who are currently authorized to work in the United States. What You Ship Onboarding and implementation programs that get enterprise customers to first value in weeks, not months—including success milestones, deployment playbooks, and stakeholder alignment Operationalization frameworks: maturity models, adoption scorecards, and “what’s next” guides that help customers see the full value of the platform Expansion playbooks that identify when customers are ready to grow—from platform to IGA, from one team to many teams, from initial deployment to full coverage Customer health monitoring using product usage data, engagement signals, and relationship depth—proactively addressing risk before it becomes churn Customer proof assets in partnership with product marketing: case studies, reference programs, joint conference appearances, customer advisory board participation Synthesized customer feedback that shapes product roadmap priorities—not anecdotes, but patterns and evidence that engineering and product can act on Renewal execution: you own the commercial conversation because you’ve built the trust and demonstrated the value What We Look For 5-8 years in customer success, solutions consulting, or technical account management in B2B enterprise SaaS—ideally in cybersecurity, identity, or infrastructure software Hands-on experience with identity platforms: Okta, Azure AD/Entra ID, AWS IAM, Google Workspace, or similar. You understand authentication protocols (SAML, SCIM, OAuth/OIDC) and how enterprise identity ecosystems connect You’ve owned enterprise relationships at $100K+ ACV. You know how to navigate multi-stakeholder environments, manage executive relationships, and drive consensus across CISOs, IT directors, and technical teams Deep comfort with technical products. You can understand identity governance workflows, access policies, and integration architectures well enough to advise customers on deployment strategy—not just relay tickets to engineering You’ve driven expansion revenue, not just retention. You see the signals that indicate a customer is ready to grow, and you know how to have that conversation without it feeling like a sales pitch Experience building CS programs from early stage—onboarding playbooks, health scoring, success frameworks. At our stage, you’re not inheriting a mature machine; you’re building it You use AI tools to accelerate your work—summarizing customer calls, analyzing usage patterns, drafting QBR materials, identifying expansion signals. This is how you operate at scale with a lean team You write and present well. QBRs, executive reviews, and operationalization guides are your work product—and they need to be sharp enough to present to a Fortune 500 CISO You genuinely care about customer outcomes, not just metrics. The best CS people are the ones whose customers call them when something goes right, not just when something goes wrong Nice to Have Direct experience in identity governance (IGA), identity security, IAM, or adjacent cybersecurity domains Experience with Salesforce, Pardot, or similar CRM/marketing automation from the CS side—understanding pipeline, attribution, and customer lifecycle data Background at a company that sold $250K+ enterprise contracts with complex implementation and operationalization requirements Experience building customer advisory boards or executive engagement programs Familiarity with Oleria’s competitive landscape: SailPoint, Saviynt, ServiceNow/Veza, CyberArk Experience in both land-and-expand and platform-sale motions What Makes This Role Rewarding We believe in taking care of the people who power our mission. Here's how we invest in you: Compensation that reflects your value - We strive to offer compensation that matches leading companies in our industry, because exceptional talent deserves exceptional recognition. Health coverage you can count on - Your wellbeing matters. We cover 100% of medical, dental, and vision premiums for you, and contribute generously toward coverage for your family. Protection and peace of mind - Life, short-term disability, and long-term disability insurance are on us, so you can focus on what matters most. Time for what matters - Whether you're welcoming a new child (12 weeks fully-paid parental leave), recharging with our flexible PTO, or enjoying 13 paid holidays, we support your life beyond work. A culture that brings out your best - Join a team where everyone takes initiative and accountability for our shared success. You'll be surrounded by colleagues who ask bold questions, challenge assumptions, and never stop learning. Here, individual brilliance amplifies through collective impact as we collaborate to achieve what none of us could alone. This is where your growth and our mission become one. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Oleria is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. Pursuant to the California Consumer Privacy Act (CCPA), please review our Job Applicant Privacy Notice to understand how we collect, use, and protect your personal information during the hiring process. #J-18808-Ljbffr Oleria