Job description

Job Summary

The Customer Success Manager (CSM) role demands a unique blend of interpersonal skills and analytical acumen. The ideal candidate will be an exceptional communicator with strong critical thinking and problem-solving capabilities, coupled with a commitment to continuous learning.

The CSM is responsible for nurturing and sustaining relationships across multiple customer contacts, from executive sponsors to day-to-day users, serving as a trusted advisor and thought leader. This position involves developing and overseeing success initiatives, driving revenue growth, and minimizing customer churn. The CSM must offer insights about customer-business interactions and manage the overall experience between customers and Pathlock teams.

Responsibilities

Oversee the business relationship between the customer and Pathlock, acting as a key liaison between internal and external teams to ensure alignment and achieve targeted outcomes.
Collaborate with customers and Pathlock's cross-functional teams to foster product adoption, maintain customer satisfaction, and encourage advocacy throughout the customer journey.
Maintain in-depth knowledge of Pathlock’s product portfolio—including Segregation of Duties (SOD), User Access Review (UAR), Provisioning, Continuous Controls Monitoring (CCM), and Access Visibility Management (AVM)—and how these integrate with systems such as SAP ECC, S/4HANA, Ariba, Oracle, and Workday.
Conduct executive business reviews with relevant stakeholders to assess progress against objectives, address challenges with mitigation strategies, and align future business goals.
Keep detailed records in Salesforce, including assets, ERP integrations, quarterly business reviews, meeting notes, key contacts, risk indicators, and referencable contacts.
Coordinate regularly with Sales, Solution Architects, Solution Engineers, Professional Services, Product, Support, and Marketing teams to ensure seamless communication and collaboration.
Apply sales best practices through ongoing discovery to identify new upselling opportunities.

Required Skills & Abilities

Fluent verbal and written communication skills in German are mandatory.
Experience working with cloud-based enterprise software is essential, especially in Governance, Risk, and Compliance (GRC), identity and access management, or SaaS security domains.
Ability to comprehend client needs deeply and enhance customer engagement effectively.
Strong familiarity with SaaS products, Microsoft Office Suite, and CRM platforms.
Outstanding communication and negotiation capabilities.
Excellent analytical abilities and time-management skills.
Proven team collaboration skills.
Highly motivated and passionate, with a strong sense of ownership over performance and impact on organizational success.

Education and Experience

Bachelor’s degree or equivalent college qualification.
Minimum of two years’ experience in customer success or related roles.

Travel and Physical Requirements

Travel commitments are minimal, under 10% of the role.
Work involves extended periods seated at a desk, engaged with computer tasks.
Daily communication via standard office equipment such as telephone and email is required.