{"id":1722700,"url":"https://alion.io/job/descope-customer-success-manager-2","title":"Customer Success Manager","company":{"id":180225,"name":"Descope","domain":"descope.com","url":"https://alion.io/company/descope","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":95000,"max_usd":173000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":383},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Databricks","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"GDPR","optional":true},{"name":"HubSpot","optional":true},{"name":"Salesforce","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-10-02T14:08:48Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-25T06:20:14Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"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.\nDescope is trusted by over 1000 organizations in production, including GoFundMe, Databricks, GoodRx, Linktree, and You.com. The company has $88M in seed funding led by Lightspeed and Notable Capital.\nWe're \"descoping\" authentication plumbing from developers' daily lives while helping organizations turn identity into a business enabler. Come join us!\nWhat You’ll Do:\nAs 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.\nYou'll work within 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.\nThe 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.\nCustomer Ownership\nServe as the primary customer-success relationship owner for a portfolio of customers across segments, acting as their trusted advisor throughout the full customer lifecycle\nOrchestrate complex onboarding projects for large enterprise customers, and drive their deployment from kick-off meeting to first value milestone\nDrive product adoption, retention, and expansion by deeply understanding each customer's business goals and aligning Descope's solutions to their desired outcomes\nConduct regular business reviews (EBRs/QBRs) with key stakeholders, surfacing value delivered and identifying opportunities for growth\nProactively monitor customer health signals - usage trends, support activity, engagement levels - and intervene early to address risks before they escalate to churn\nOwn 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\nBuild strong relationships across multiple levels of customer organizations, from day-to-day practitioners to executive sponsors\nOwn renewal readiness for your book, partnering with Sales to forecast accurately and de-risk renewals well ahead of term dates\nOperational Excellence\nExecute against Descope's engagement model and CS playbooks for onboarding, adoption, expansion, renewal, and at-risk intervention\nMaintain accurate, up-to-date account data, success plans, and health scores in our CRM and CS tooling\nTrack and report on key success metrics for your book - NRR, GRR, CSAT, time-to-value, product adoption\nContribute to the continuous improvement of CS playbooks, templates, and processes, sharing what's working (and what isn't) with the broader team\nPartner with Sales on pre-sales to post-sales handoffs, ensuring customer goals and commitments are clearly captured and acted on\nCross-Functional Collaboration\nAct as the voice of the customer internally - synthesizing feedback from your book of business and advocating for product improvements, documentation gaps, and support enhancements\nWork 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\nCollaborate with Sales and Marketing to identify expansion opportunities, support renewal motions, and contribute to customer case studies and advocacy programs\nPartner with Product to share customer insights, influence roadmap prioritization, and ensure customers are informed of relevant upcoming capabilities\nWhat We’re Looking For:\nExperience\n5+ years in a customer-facing post-sales role, with at least 3+ years specifically in Customer Success Management (CSM, Strategic Account Manager, or equivalent)\nDemonstrated experience managing a diverse book of business across customer segments, including enterprise and commercial accounts\nProven track record of hitting or exceeding retention and expansion targets (NRR, GRR) in a SaaS environment\nBackground in developer tooling, security, identity/access management, or infrastructure software strongly preferred\nSkills\nStrong executive presence and communication skills; able to engage credibly with both technical practitioners and C-level stakeholders\nAnalytical and data-driven: comfortable interpreting health dashboards, forecasting churn risk, and making decisions based on metrics\nSkilled at managing difficult conversations - renewals, escalations, dissatisfied customers - with empathy, professionalism, and clear follow-through\nHighly organized with the ability to manage multiple concurrent customer engagements without dropping the ball\nComfortable operating in a fast-moving startup environment where priorities shift, and good judgment matters more than a rulebook\nTechnical Aptitude & Nice to Have:\nSufficient technical fluency to understand customer implementation questions, engage meaningfully with engineering contacts, and partner effectively with the Customer Success Engineer team. Deep technical expertise is not required, since the CSE function covers it\nFamiliarity with authentication and identity concepts (OAuth, OIDC, SAML, MFA, SSO) is a strong plus, as is a background in CIAM, developer platforms, or security SaaS\nFamiliarity with compliance and security standards relevant to customer conversations (SOC 2, GDPR, CCPA)\nExperience with CS tooling (Gainsight, ChurnZero, Totango, or similar), CRM platforms (Salesforce or HubSpot), and BI/reporting tools\nExperience contributing to CS playbooks, health scoring, or process improvements beyond your own book\nExperience at an early- or growth-stage startup\nBenefits\nHealth, sorted: Medical, dental, and vision with strong coverage and flexible HSA and FSA options\nFeel good, actually: Mental health support and wellness resources when you need them\nFuture you will thank you: 401k plan with employer support to help you build long term\nMore money in your pocket: Tax advantaged benefits for healthcare and dependent care\nLife happens, and we make space for it: maternity leave designed to support you when it matters most.\nStay connected: Monthly internet allowance to support your work from anywhere\nLunch is on us: Paid lunches when you’re working from the office\nKeep growing: Budget and opportunities for personal development, including courses and conferences\nDescope is an equal opportunity employer. We hire people based on their skills and impact, nothing else. We’re committed to a fair and transparent process across every stage of employment.\nBase salary range: $110,000 to $140,00\nFinal offer will depend on experience, skills, location, and overall market data. We also consider leveling, scope, and internal equity to make sure offers are fair and consistent.\nPlease review the Job Candidate Privacy Notice","description_format":"text","description_chars":7303,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management"],"lifecycle":[{"event":"open","at":"2026-10-02T21:10:32Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":112500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.837,"p_room":0.9,"age_days":22,"expected_fill_days":43,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/descope-customer-success-manager-2","json_url":"https://alion.io/job/descope-customer-success-manager-2.json","meta":{"generated_at":"2026-10-25T08:01:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11453,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":180225},"rest":"https://alion.io/mcp/rest/get_company?id=180225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdescope-customer-success-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdescope-customer-success-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdescope-customer-success-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/descope-customer-success-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdescope-customer-success-manager-2"}]}