Customer Success Manager

Description

Valence finds and fixes SaaS risks. The Valence platform discovers, protects, and defends SaaS applications by monitoring shadow IT, misconfigurations, and identity activities through unparalleled SaaS discovery, SSPM, and ITDR capabilities. Recent high-profile breaches highlight how decentralized SaaS adoption creates significant security challenges. With Valence, security teams can control SaaS sprawl, protect their data, and detect suspicious activities from human and non-human identities. Valence goes beyond visibility by enabling security teams to remediate risks through one-click remediation, automated workflows, and business user collaboration. Trusted by leading organizations, Valence ensures secure SaaS adoption while mitigating today’s most critical SaaS security risks.

We’re looking for an experienced, customer-obsessed Senior Customer Success Manager (CSM) to join our growing team. In this role, you’ll become a trusted advisor to our enterprise customers—guiding them from onboarding through adoption and expansion, and ensuring they realize maximum value from the Valence platform.

You’ll work cross-functionally with Product, Engineering, and Sales to support customer goals, advocate for their needs internally, and uncover opportunities for account growth and retention. This is a strategic, hands-on role for someone excited to shape the customer experience at a high-growth cybersecurity startup.

Responsibilities

What You’ll Do

• Own customer relationships end-to-end, from onboarding through ongoing engagement, adoption, and retention.
• Drive customer outcomes by aligning Valence capabilities to key business objectives and security initiatives.
• Lead Executive Business Reviews (EBRs) with senior stakeholders, showcasing impact, sharing insights, and identifying expansion opportunities.
• Promote adoption of key features, ensuring customers are using Valence to its fullest potential.
• Customize platform configurations—including policies, workflows, and integrations—to meet customer-specific needs.
• Act as the voice of the customer, collaborating with Product and Engineering to influence roadmap priorities based on customer feedback.
• Collaborate with Sales on renewals, upsell, and expansion strategies. You’ll drive the process, while the Account Executive owns the commercial motion.
• Monitor customer health and proactively identify and resolve challenges that could impact satisfaction or retention.
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Requirements

What You Bring

• 5+ years of experience in Customer Success, Account Management, or Solutions roles within SaaS; experience in cloud security or cybersecurity is a big plus.
• Proven success managing enterprise or strategic accounts, including executive engagement and multi-stakeholder management.
• Strong technical aptitude—you’re comfortable discussing product configuration, integrations, and security workflows.
• Excellent communication and presentation skills—you know how to influence, educate, and inspire both technical users and C-level leaders.
• Highly organized and detail-oriented; you excel at managing multiple priorities and keeping projects on track.
• Passionate about delivering value and solving problems creatively.

Why Join Valence?

• Be part of a mission-driven company tackling one of today’s most urgent security challenges.
• Work with a passionate, supportive, and globally distributed team.
• Shape the future of our Customer Success function as we scale.
• Backed by world-class investors and trusted by leading enterprises.