Senior Customer Success Lead

2 weeks ago
Full-time
Senior
Customer and Technical Support
Oleria

Oleria

Oleria offers an innovative identity security solution that provides adaptive and autonomous access management, enabling organizations to gain fine-grained visibility and control over user access while addressing modern identity-based threats.

Professional Services
Founded 2022

Description

  • Own the full customer lifecycle from onboarding through operationalization, adoption, renewal, and expansion for enterprise accounts.
  • Design onboarding and implementation programs that help customers reach first value in weeks.
  • Build operationalization frameworks such as maturity models, adoption scorecards, and next-step guides.
  • Create expansion playbooks that identify and convert growth opportunities across products, teams, and deployments.
  • Monitor customer health using product usage data, engagement signals, and relationship depth to proactively reduce churn risk.
  • Develop customer proof assets in partnership with product marketing, including case studies, references, and advisory board participation.
  • Synthesize customer feedback into evidence-based insights that inform product roadmap priorities, enablement content, and go-to-market messaging.
  • Lead renewal conversations and own the commercial renewal process by demonstrating value and building trust.
  • Serve as the voice of the customer internally with product and engineering teams.
  • Travel periodically, including to the company’s Bellevue, WA HQ, as needed.

Requirements

  • 5–8 years of experience in customer success, solutions consulting, or technical account management in B2B enterprise SaaS.
  • Experience in cybersecurity, identity, or infrastructure software is preferred.
  • Hands-on experience with identity platforms such as Okta, Azure AD/Entra ID, AWS IAM, Google Workspace, or similar.
  • Understanding of authentication protocols including SAML, SCIM, and OAuth/OIDC.
  • Experience owning enterprise relationships with $100K+ ACV accounts.
  • Ability to navigate multi-stakeholder environments and drive consensus among CISOs, IT directors, and technical teams.
  • Strong technical depth with identity governance workflows, access policies, and integration architectures.
  • Demonstrated experience driving expansion revenue, not just retention.
  • Experience building customer success programs from an early-stage company, including onboarding playbooks, health scoring, and success frameworks.
  • Comfort using AI tools to summarize calls, analyze usage patterns, draft QBR materials, and identify expansion signals.
  • Strong writing and presentation skills for QBRs, executive reviews, and operationalization guides.
  • Must be currently authorized to work in the United States; visa sponsorship is not available for this role.
  • Periodic travel is required.

Benefits

  • $140,000–$170,000 base salary range.
  • Eligibility for equity in the form of stock options.
  • 100% employer-paid medical, dental, and vision premiums for employees.
  • Generous contribution toward family health coverage.
  • Company-paid life, short-term disability, and long-term disability insurance.
  • 12 weeks of fully paid parental leave.
  • Flexible PTO.
  • 13 paid holidays.

Interested in this position?

Apply directly on the company website

Apply Now

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