Customer Success Manager

Descope is a developer-first identity provider for customers, partners, and AI agents. Our drag-and-drop approach to identity enables developers to easily deploy authentication, MFA, SSO, and MCP/AI agent authentication without writing custom code.
Descope is trusted by over 1000 organizations in production, including Go Fund Me , Databricks, Good Rx, Linktree, and  The company has $88M in seed funding led by Lightspeed and Notable Capital.

We're "descoping" authentication plumbing from developers' daily lives while helping organizations turn identity into a business enabler. Come join us!

As a Descope Customer Success Manager, you'll join our growing Customer Success team and own a book of business across enterprise and mid-market SMB customers. You'll partner closely with our Customer Success Engineers to drive adoption, retention, and expansion, acting as the trusted advisor customers rely on from onboarding through renewal.

You'll work with in an established CS motion — tiered engagement, playbooks, and health tracking — and help sharpen it as we scale. We're looking for someone who brings strong opinions on what great customer success looks like and isn't afraid to improve how we do things.

The right candidate is equal parts operator and relationship builder: someone who can roll up their sleeves, manage a diverse book of business, and consistently deliver measurable outcomes for their customers.

• Serve as the primary customer-success relationship owner for a portfolio of customers across segments, acting as their trusted advisor throughout the full customer lifecycle
• Orchestrate complex onboarding projects for large enterprise customers, and drive their deployment from kick-off meeting to first value milestone
• Drive product adoption, retention, and expansion by deeply understanding each customer's business goals and aligning Descope's solutions to their desired outcomes
• Conduct regular business reviews (EBRs/QBRs) with key stakeholders, surfacing value delivered and identifying opportunities for growth
• Proactively monitor customer health signals — usage trends, support activity, engagement levels — and intervene early to address risks before they escalated to churn
• Own escalation management for your accounts: serve as the internal quarterback for customer-facing issues, coordinating with engineering, product, and support to drive timely resolution and communicate clearly with the customer
• Build strong relationships across multiple levels of customer organizations, from day-to-day practitioners to executive sponsors
• Own renewal readiness for your book, partnering with Sales to forecast accurately and de-risk renewals well ahead of term dates

• Execute against Descope's engagement model and CS playbooks for onboarding, adoption, expansion, renewal, and at-risk intervention
• Maintain accurate, up-to-date account data, success plans, and health scores in our CRM and CS tooling
• Track and report on key success metrics for your book — NRR, GRR, CSAT, time-to-value, product adoption
• Contribute to the continuous improvement of CS playbooks, templates, and processes, sharing what's working (and what isn't) with the broader team
• Partner with Sales on pre-sales to post-sales handoffs, ensuring customer goals and commitments are clearly captured and acted on

• Act as the voice of the customer internally — synthesizing feedback from your book of business and advocating for product improvements, documentation gaps, and support enhancements
• Work closely with the Customer Success Engineer team to triage technical escalations and ensure customers receive the right level of technical support at the right time
• Collaborate with Sales and…