Digital Customer Success Manager II (DCM800)

Overview

  One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and 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 Identity and Access Management (IAM) challenges within on-premises, cloud, and hybrid environments. The Customer Success organization is focused on helping customers maximize the value of their One Identity investment while driving long-term retention and growth. We are seeking an experienced and highly motivated Digital Customer Success Manager (DCSM) to join our growing Customer Success team. This role is responsible for managing a portfolio of transactional and digital-led customers, driving renewal outcomes, reducing churn risk, increasing product adoption, and executing scalable customer engagement programs. In addition to managing renewals and customer retention activities, this role will support the ongoing evolution of our Customer Success Platform (Vitally) and related Customer Success technologies. The ideal candidate combines customer relationship management, revenue retention expertise, operational excellence, and technical aptitude to drive measurable business outcomes.

 

Responsibilities

  Renewal Management & Revenue Retention

• Own the end-to-end renewal process for an assigned portfolio of customers.
• Manage renewal forecasting, quoting coordination, and proactive renewal engagement activities.
• Partner with Sales, Customer Success, Finance, and Operations teams to ensure successful and timely renewal execution.
• Identify renewal risks early and develop mitigation plans to improve retention outcomes.
• Drive Gross Revenue Retention (GRR) through proactive customer engagement and risk management.
• Maintain accurate renewal forecasts and customer data within Salesforce and related systems.
• Support automated renewal motions and scalable digital engagement programs for lower-touch customer segments.
• Monitor renewal health indicators and customer engagement trends to proactively address risk.

Customer Success & Customer Engagement

• Execute digital customer success programs designed to improve product adoption, value realization, and customer retention.
• Manage a portfolio of customers through proactive outreach, lifecycle programs, and targeted engagement campaigns.
• Build customer success plans and engagement strategies that align with customer objectives and business outcomes.
• Identify opportunities to improve customer health and increase utilization of One Identity solutions.
• Act as a customer advocate by surfacing customer feedback and trends to internal stakeholders.
• Support Voice of the Customer initiatives and customer sentiment analysis efforts.

Customer Success Operations & Platform Support

• As a member of the Customer Success Operations team, collaborate with cross-functional stakeholders to support and optimize the Customer Success Platform (CSP), contributing to customer health management, digital engagement programs, reporting, workflow enhancements, automation initiatives, and operational improvements that drive customer retention and renewal success.
• Design and implement scalable customer journeys, health scoring frameworks, success plans, lifecycle campaigns, and automated workflows.
• Build and maintain dashboards, reports, and analytics that provide visibility into customer health, retention, adoption, and renewal metrics.
• Manage integrations between Vitally, Salesforce, Mindtickle, financial systems, and other business applications.
• Partner with Customer Success, Sales Operations, Product, and IT teams to gather requirements and deploy scalable solutions.
• Maintain documentation, data quality standards, and change management processes.
• Provide training and support to Customer Success users across the organization.
• Identify opportunities for automation, process improvement, and operational efficiency.
• Stay informed on Customer Success technology trends and recommend enhancements that improve customer outcomes and team productivity.

Qualifications

 

• 3-5+ years of experience in Customer Success, Renewals Management, Customer Success Operations, or a related customer-facing role.
• Demonstrated experience managing software subscription renewals, renewal forecasting, retention programs, and churn mitigation initiatives.
• Experience owning renewal forecasts, risk identification, and revenue retention activities.
• Experience administering Customer Success Platforms such as Vitally or similar solutions.
• Strong understanding of customer health scoring, lifecycle management, digital customer engagement strategies, renewal management processes, and workflow automation.
• Proficiency with Salesforce and CRM data management.
• Ability to work cross-functionally to support integrations between Salesforce, Customer Success Platforms, financial systems, and related business applications.
• Demonstrated ability to translate business requirements into scalable processes and technology solutions.
• Strong analytical, organizational, problem-solving, and project management skills.
• Excellent communication and collaboration skills across technical and non-technical stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.

What Will Make You Stand Out

• Experience supporting SaaS subscription renewals and recurring revenue programs.
• Experience designing and managing digital customer success strategies.
• Strong knowledge of customer retention, churn mitigation, and lifecycle management best practices.
• Experience using Vitally to support customer engagement, health management, renewal forecasting, and customer success operations.
• Experience with Power BI or similar reporting and analytics platforms.
• Familiarity with customer engagement, product adoption, or telemetry solutions.
• Experience supporting a global Customer Success organization.
• Knowledge of automation, workflow optimization, and operational excellence methodologies.