Customer Success Manager

Customer Success Manager

Los Altos, CA (HQ)

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 our Scaled Customer Success Manager, you'll help build and scale the programs, processes, and customer engagement strategies that drive adoption across our growing customer base. You'll combine customer-facing success management with operational excellence to improve customer outcomes at scale.

• Manage a shared pool of business customers rather than a fixed book of accounts, using customer health signals such as usage, engagement, support activity, and renewal timing to prioritize daily work
• Work through a prioritized queue to identify accounts where adoption has stalled, usage has declined, renewal risk is increasing, or expansion opportunities exist
• Let data and customer feedback—not gut feel—drive how you spend your time across a large customer portfolio

• Reach customers through scaled channels including email, calls, webinars, office hours, and lifecycle campaigns to help them realize value from Descope without a dedicated 1:1 engagement model
• Identify customer risks and opportunities, partnering with Customer Success Engineering, Support, Product, and other teams to understand root causes and drive the right next steps
• Identify customer growth opportunities and collaborate with Sales and Account Executives to support retention and expansion efforts

• Support customer onboarding and implementation by creating repeatable guides, workflows, and resources that help customers successfully adopt Descope
• Partner with Customer Success Engineering and internal stakeholders to coordinate customer implementations, troubleshoot operational challenges, and drive successful outcomes

• Design and optimize customer lifecycle programs and automated workflows using customer data and internal systems to improve adoption, reduce manual work, and scale Customer Success
• Use customer health, adoption, and operational data from business intelligence and customer analytics platforms to identify trends, uncover friction points, and provide actionable insights to leadership

Partner closely with Sales, Marketing, Product, Customer Success Engineering, and Operations to deliver a seamless customer experience and drive customer adoption, advocacy, and expansion

Surface recurring customer feedback and friction points to Product and Engineering teams to influence future improvements

Provide regular updates on customer health, portfolio trends, risks, and opportunities

Stay fluent in Descope's product, common use cases, and foundational identity/security concepts to confidently guide customers

Develop technical fluency to understand customer implementations and collaborate effectively with Customer Success Engineering and technical stakeholders

Experience managing a portfolio of customers through one-to-many, digital, or tech-touch engagement strategies

Hands-on experience with CRM, business intelligence, and customer health platforms

Experience creating scalable customer programs such as webinars, office hours, lifecycle campaigns, playbooks, or customer education resources

Experience designing, configuring, or improving customer lifecycle programs, automation workflows, or Customer Success processes

Proven ability to drive customer adoption, retention, and growth outcomes

Strong communication skills with the ability to collaborate effectively with technical teams, business stakeholders, and customer champions

Highly…