Mid Market Customer Success Manager

StrongDM is driven by a clear mission: Secure Access, Zero Trust.

We design products and solutions that reflect this commitment, transforming the way organizations manage privileged access across their critical infrastructure. By leading with Zero Trust Privileged Access Management (PAM), we help our customers achieve secure, dynamic, and fine-grained control over access to their most sensitive resources. This focus on security has earned us an industry-leading 98% customer retention rate.

Once a customer, forever a fan. That's our goal.

When you work at StrongDM, you join a team committed to solving today’s security challenges with technology that works and customers who trust us to protect their most critical assets.

If you ask anyone at StrongDM, you’ll find that our values truly guide everything we do—from how we innovate to how we treat each other. These values are the foundation of our culture and define who we are as a company. It may sound cliché, but we’re onto something great—and G2 agrees. 

We embrace the mission

We pursue mastery

We win together

These are the principles we embody as an organization. They influence how we work as individuals and teams, and what we look for in candidates who join us. We’re glad you’re here! If this sounds like an environment where you’d thrive, read on. 

About the Role

As a Mid Market Customer Success Manager (CSM) at StrongDM, you will be the driving force behind the success and growth of our mid-market and digital native customer base. Managing a dynamic portfolio of 50–80 customers, you will combine personalized onboarding support with a tech-enabled, scalable engagement model. This hybrid role is ideal for a mid-level CSM who thrives in a fast-paced environment, loves solving problems at scale, and is eager to influence the digital customer success strategy at a high-growth security startup. You will be responsible for leading onboarding, adoption, and digital-led strategies across a large portfolio, while continuously driving customer satisfaction, renewals, and identifying expansion opportunities. You will be measured by onboarding success, adoption depth, retention, and expansion contribution, and your ability to influence outcomes at scale across the mid-market book of business.

• Onboard and manage a high-volume portfolio of mid-market and digital-native customers
• Deliver personalized onboarding experiences for streamlined offerings like “Quick Start” and “Premium Success.”
• Accelerate time-to-value through clearly defined onboarding success criteria and operational excellence
• Transition customers to a digital-led engagement model post-onboarding using CS platforms (e.g., Catalyst) and marketing tools (e.g., HubSpot)
• Design and deploy automated customer journeys, email campaigns, webinars, and customer roundtables in partnership with cross-functional teams
• Drive product adoption, reduce churn, and uncover expansion opportunities through data-informed digital campaigns
• Serve as a strategic advisor for each account through 1:1 touchpoints or digital programs, aligning with their access management goals and business outcomes
• Provide expert guidance on usage optimization, architectural best practices, and upcoming product capabilities
• Lead the development of StrongDM’s digital customer success foundation, including tooling evaluation and implementation
• Partner cross-functionally to develop scalable resources such as short-form training content and workshops
• Incorporate and experiment with AI tools to scale the efficiency and impact of customer success engagement
• Proactively monitor customer health and usage data to identify and address risks or opportunities
• Deploy digital interventions or targeted outreach to improve customer health and mitigate churn
• Track and report on key customer success metrics, including onboarding success, retention, and customer lifetime value (CLTV)
• Showcase the value and outcomes of digital programs and CSM-led strategies across the portfolio
• Gather and analyze customer feedback through surveys, interviews, and ongoing interactions
• Share actionable insights with internal teams to influence product development and enhance the customer journey

• 4+ years of experience in Customer Success or a related field, preferably within IAM/PAM or SaaS-based cybersecurity solutions
• Proven success managing a high-volume portfolio (50–80 accounts) through a hybrid of high-touch and digital strategies
• Strong understanding of IAM/PAM concepts and best practices
• Experience with tools like Catalyst, HubSpot, Salesforce—bonus if you’ve built workflows or led digital campaigns
• A data-driven mindset with strong analytical and problem-solving skills
• Excellent communication, project management, and relationship-building abilities
• Experience designing customer communication programs, short-form content, and enablement materials
• Strong organizational and time management skills, able to prioritize across individual projects and broad digital initiatives
• Passion for customer success and a collaborative spirit
• Curious and proactive in identifying and testing AI-driven tools that increase team efficiency

• 4+ years of experience in Customer Success or a related field, preferably within IAM/PAM or SaaS-based cybersecurity solutions
• Proven success managing a high-volume portfolio (50–80 accounts) through a hybrid of high-touch and digital strategies
• Proven ability to lead technical onboarding and adoption projects
• Strong understanding of IAM/PAM concepts and best practices
• Familiarity with managing and working on infrastructure platforms like HashiCorp Vault, CyberArk, Okta, Entra ID, or StrongDM-like solutions
• Familiarity with secure access patterns (e.g., Bastion, ZTNA), networking, and SaaS architecture
• Experience with tools like Catalyst, HubSpot, Salesforce—bonus if you’ve built workflows or led digital campaigns
• A data-driven mindset with strong analytical and problem-solving skills
• Excellent communication, project management, and relationship-building abilities
• Experience designing customer communication programs, short-form content, and enablement materials
• Strong organizational and time management skills, able to prioritize across individual projects and broad digital initiatives
• Passion for customer success and a collaborative spirit
• Curious and proactive in identifying and testing AI-driven tools that increase team efficiency