Senior Customer Success Manager

We combine Identity Security Posture Management (ISPM), Identity Visibility & Intelligence (IVIP), and Identity Governance into a single platform powered by a Context Graph architecture.\n\nWhile others build agents to do the work, we build the infrastructure to ensure they don't go rogue. We're a Series-B startup backed by Lightspeed, MassMutual Ventures, Endiya Partners , and Kalaari Capital , trusted by 200+ enterprise customers to secure their identity landscape. If you're excited about defining how the world governs identity in an AI-first future, we'd love to talk.\n\nRole Summary:\n\nWe are looking for a Senior Customer Success Manager to join our Bangalore team and own a portfolio of enterprise customers across North America and LATAM.

You will work during PST business hours (8.00 pm to 5.00 am IST) and serve as the primary point of contact at every stage of the customer journey: from initial onboarding and technical implementation through adoption, expansion, and renewal.\nYou will go deep into each customer's identity and access landscape, understand their technology stack, architect solutions using Zluri's platform, and lead complex implementations from kickoff to go-live. You will be as comfortable drawing up an architecture diagram and walking through a use case design as you are running an executive business review with a CISO. You will act as the voice of the customer inside Zluri and as a trusted IGA advisor on their side.\n\nKey Responsibilities:\n\nImplementation and Solution Design\nLead end-to-end implementation of Zluri for enterprise customers, owning the full arc from kickoff and requirements gathering through configuration, testing, and go-live.\nUnderstand each customer's technology stack and identity environment in depth, then design the right solution architecture using Zluri's platform capabilities.\nBuild and present architecture diagrams and use case designs that map Zluri's modules (Access Requests, Access Reviews, Identity Lifecycle Management, SoD, ISPM) to the customer's specific governance objectives.\nTake a consultative approach: proactively challenge assumptions, identify gaps in the customer's current processes, and recommend best practices rather than just implementing what the customer asks for.\nPartner with Solutions Engineering and Professional Services on complex technical requirements, acting as the primary customer-facing owner throughout.\nAdoption and Ongoing Success\nBuild and execute success plans with clear milestones and KPIs tied to the customer's identity governance objectives.\nMonitor adoption health post-go-live, proactively identify underutilised capabilities, and design enablement plans to address them.\nRun product training, best-practice workshops, and use case reviews to continuously deepen the customer's use of Zluri.\nStay ahead of the Zluri product roadmap and deliver relevant new capabilities to your customers before they ask.\nStakeholder and Relationship Management\nServe as the primary point of contact for assigned accounts, building trusted relationships with IT, Security, and Compliance stakeholders from day-to-day users to executive sponsors.\nConduct regular Executive Business Reviews and Quarterly Business Reviews, presenting ROI, adoption metrics, and roadmap alignment.\nNavigate complex, multi-stakeholder environments and translate technical outcomes into business language for executive audiences.\nRetention, Renewal and Expansion\nOwn renewal outcomes for your portfolio, proactively identifying risk and driving mitigation strategies well ahead of contract dates.\nIdentify and qualify expansion opportunities (including additional modules, new use cases, and seat growth) in partnership with Account Executives.\nMonitor customer health signals and usage data to intervene early on at-risk accounts.\n\nEscalation and Issue Resolution\nOwn escalations end-to-end, coordinating cross-functionally with Support, Engineering, and Product to drive urgent resolution.\nCommunicate proactively with customers during incidents to maintain confidence and trust under pressure.\nFeed recurring escalation patterns back into the product roadmap as structured, actionable input.\nInternal Collaboration\nAct as the customer's internal advocate, bringing structured product feedback to the roadmap and closing the loop with customers on feature requests.\nCollaborate with Sales on account strategy, renewal planning, and expansion plays.\nContribute to CS team initiatives, including playbook development, onboarding templates, and health scoring frameworks.\n\nQualification and Experience\n\nEducation : Bachelor's degree in Computer Science, Engineering, or a related field.\nExperience: 5-8 years of experience in Customer Success, Technical Account Management, or a related post-sales function, with at least 3 years working with enterprise customers.\nHands-on background in the Identity Governance and Administration (IGA) industry.

You have implemented, configured, or administered IGA solutions and understand the domain from the inside, including provisioning, access reviews, identity lifecycle, and SoD.\nProven experience leading end-to-end technical implementations for enterprise customers, including requirements gathering, solution design, and go-live.\nStrong track record managing complex enterprise accounts in North America or LATAM, including navigating organisations with multiple stakeholder groups.\nDemonstrated experience owning renewals and driving net revenue retention in a B2B SaaS environment.\n\nKey Skills:\nStrong project management instincts: you keep multiple workstreams moving simultaneously, track milestones, and communicate status proactively.\nExecutive presence: confident leading EBRs and steering conversations with CISOs and VP-level stakeholders.\nExcellent written and verbal English communication. You write crisp, clear documentation and run tight, outcomes-focused meetings.\nComfortable and motivated working PST hours from Bangalore. This is a firm requirement for North America and LATAM coverage.\nHigh ownership mentality.

You are consultative by nature, identifying customers' needs rather than waiting to be told what to do.\nGood working knowledge of AI tools such as Claude, ChatGPT, and Gemini, with an AI-first approach to analysing problems, streamlining workflows, and automating repetitive internal processes.\n\nTechnical and Domain Knowledge\nDeep familiarity with IGA and identity security concepts: access provisioning and de-provisioning, access reviews, segregation of duties, identity lifecycle management, and role-based access control.\nAbility to understand a customer's technology stack at sufficient depth to build architecture diagrams and map Zluri's platform to their use cases.\nPractical understanding of how integrations work, including how systems connect and exchange identity data, so you can have informed conversations with customer IT teams and Zluri's engineering team.\n\nNice to Have\nWorking knowledge of integration technologies such as REST APIs, SCIM, SAML/SSO, and directory services like Active Db2birectory, LDAP, or Azure AD.\nFamiliarity with compliance frameworks relevant to identity governance: SOC 2, ISO 27001, HIPAA, SOX, ITGC, and PCI DSS.\nPrior experience at a high-growth B2B SaaS company.\nBackground in IT security, IAM/PAM, or GRC functions, either as a practitioner or as a vendor-side CSM.\nExperience working with customers undergoing IGA platform migrations or greenfield implementations.\n\nWhy Zluri\nWork on an IGA platform recognised by Gartner, Forrester, and G2, addressing a problem that every enterprise deals with.\nOwn a strategic, high-value book of business where your work directly shapes customer outcomes and company growth.\nOperate at the intersection of deep technical consulting and executive relationship management, with real ownership and visibility.\nBe part of Zluri's next chapter as we expand aggressively across North America and LATAM.\n\nEmpowering Diversity, Championing Inclusivity\n\nZluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.