Overview

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

The Customer Success (CS) organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. We are seeking an experienced and highly skilled Digital Customer Success Manager to join our Customer Success Operations team. While this role is primarily focused on operations and platform administration, it also includes managing a segment of customers through automated journeys and scalable processes, with minimal direct customer interaction. Currently, Gainsight is our CS platform, but this may change in the future, so we are looking for someone with experience in Gainsight as well as other Customer Success technologies. This role is responsible for owning the end-to-end administration of our CS platform, designing scalable processes, managing complex configurations, and driving adoption across Customer Success, Sales, and cross-functional teams. The ideal candidate demonstrates strong technical aptitude, has experience translating business goals into system solutions, and holds certifications in Customer Success Platforms (e.g., Gainsight, Totango, Vitally, ChurnZero) as a plus.

Responsibilities

Serve as a member of the team that owns the Customer Success Platform (currently Gainsight), responsible for architecting plays, customer health scoring, outreach, and measurement strategies.
Leverage the CS platform to automate ongoing customer outreach, drive product adoption, and support renewals for a segment of customers you manage through digital touchpoints and scalable processes.
Engage in minimal direct customer interaction, primarily focused on proactive digital engagement and lifecycle management.
Collaborate with internal departments to build and optimize automated renewal workflows for smaller, transactional customers.
Demonstrate working knowledge of Customer Success Management tools such as Gainsight, Totango, Vitally, and ChurnZero.
Design and implement advanced workflows using tools like Rules Engine, Horizon Journeys, Success Plans, Scorecards, and Playbooks.
Leverage integrations with Litmos, Salesforce, Mindtickle, and other internal systems, and provide input on data models via Data Designer in Gainsight or similar platforms.
Build and maintain dashboards, reports, and health score frameworks to provide visibility into customer success metrics and performance.
Partner with Customer Success, SalesOps, Product, and IT teams to gather requirements and deploy scalable, cross-functional solutions.
Proactively identify opportunities to improve platform usability, efficiency, and data integrity.
Maintain platform best practices and ensure compliance with enterprise standards for documentation, change management, and security.
Provide internal training, onboarding, and support for CS platform users at all levels.
Stay current with CS platform product releases and roadmaps to assess impacts and recommend enhancements.

Qualifications

3–5+ years of hands-on administration experience with Customer Success Platforms such as Gainsight, Totango, Vitally, or ChurnZero
Strong technical knowledge of CSP modules including rules engines, journey orchestration, customer health scoring, success planning, and platform integrations
Proficient in Salesforce data structures and relational data models
Ability to collaborate with cross-functional teams to establish integrations between Salesforce, CSPs, FinancialForce, and other internal systems
Demonstrated ability to translate business needs into scalable platform solutions
Strong analytical, problem-solving, and project management skills
Excellent communication and collaboration abilities across technical and non-technical stakeholders

What Will Make You Stand Out

Demonstrated experience with Power BI for data visualization and reporting
Experience with in-product engagement or telemetry tools such as Gainsight PX or similar
Familiarity with data tools like Looker, Tableau, or Snowflake
Experience supporting a global Customer Success organization

Digital Customer Success Manager

Job Description