Customer Success Manager - Identity Access Management

Company Overview

Provision IAM is a trailblazing software and services company delivering innovative SaaS-based Identity and Access Management (IAM) solutions to financial institutions and other regulated industries. With over 28 years of experience, we specialize in optimizing digital operations and managing secure identity access. At Provision IAM, we blend technical expertise with creative problem-solving, ensuring our clients receive tailored and effective solutions. Join our dynamic and collaborative team as we empower organizations to achieve seamless IAM integration and success.

Position Overview

We are seeking a Customer Success Manager to build strong, lasting customer relationships while overseeing seamless implementations. This role will focus on guiding clients through onboarding and helping them maximize the value of our IAM solutions. This role bridges  project management and customer relationship management, ensuring client satisfaction and successful implementation of our IAM platform. As a key member of our team, you will lead clients through the onboarding process to a fully operational production system and provide ongoing support throughout the contract lifecycle. Serving as their trusted advisor and primary point of contact, you will ensure a seamless experience and long-term success.

This role emphasizes technical project management, requiring coordination across various teams to align client needs with Provision IAM’s capabilities. Reporting to the Director of Customer Care, you will play a critical role in driving project success, resolving challenges, and enhancing the overall customer experience.

Requirements

Key Responsibilities

• Serve as the primary contact for a portfolio of clients, building strong relationships and understanding their technical and business needs.

• Lead and manage IAM solution onboarding and implementation projects, collaborating with internal teams to ensure seamless integration.

• Facilitate working sessions with clients to define access roles, configure systems, and troubleshoot basic technical challenges.

• Coordinate project timelines and deliverables, ensuring alignment with client expectations and organizational goals.

• Conduct regular check-ins and reviews (e.g., Quarterly Business Reviews) to assess progress, identify opportunities for enhancement, and address client feedback.

• Collaborate with internal teams, including DevOps and Product Development, to resolve issues and deliver tailored solutions.

• Monitor key performance metrics (e.g., Net Promoter Scores) and drive initiatives to enhance client satisfaction.

Required Qualifications

Education:
Bachelor’s degree in Information Technology, Business Administration, or a related field.

Experience:

• 5+ years of experience in customer success, technical support, or entry-level project management roles, preferably within a technical or SaaS-based environment.

• Familiarity with Identity Access Management concepts such as user provisioning and access control.

• Experience in project management, with a proven ability to coordinate and manage multiple priorities and customer implementations effectively.

Technical Skills:

• Basic understanding of IAM tools and systems.

• Ability to learn and apply technical knowledge quickly, with support from internal teams.

• Proficient in using ticketing systems to manage and track customer support requests efficiently. (e.g. ClickUp, Jira)

Soft Skills:

• Strong interpersonal and communication skills, capable of engaging with both technical and non-technical stakeholders.

• Exceptional organizational and time-management abilities.

• Proactive problem-solving and critical thinking skills.

• Ability to work independently and thrive in a remote work environment.

Preferred Qualifications

• Certifications in project management (e.g., CAPM, PMP) or IAM-related areas are a plus.

• Exposure to authentication protocols (e.g., SSO, MFA) or directory services (e.g., Active Directory) is beneficial.