Customer Experience Manager

Radiant Logic Introduction

Radiant Logic is a leading cybersecurity software vendor specializing in Identity and Access Management (IAM). Our mission is to tackle next-generation identity challenges through a data-centric approach, empowering organizations to make more informed authentication and authorization decisions. By unifying and analyzing identity and access data, leveraging best-practice data hygiene, and integrating threat detection, we empower our customers to maintain a robust identity security posture, minimize their attack surface, and effectively address the challenges of identity sprawl.

Our customers are Fortune 1000 companies; we help them better leverage their existing Identity infrastructure, integrating their businesses into the cloud securely and improving operational productivity. We are a private company, profitable and growing rapidly.

We are extremely proud of our world-leading technology, which simplifies the underlying complexities of integrating disparate systems and lets our customers focus on growing their businesses. All this is enabled by our team of first-class people.

Our headquarters are in San Rafael, California, and we also have a location in Paris, France.

_Please note: Applicants must be legally authorized to work in the United States without the need for employer sponsorship, now or in the future._The Opportunity

The Customer Experience Manager will be responsible for ensuring that Radiant Logic’s customers attain rapid and continued value from their investment in our technology. You will be responsible for driving deep customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management, and overall customer advocacy.

As a key representative of Radiant Logic within key accounts, you will become our brand ambassador and coalesce with relevant internal resources to ensure overall customer success. You will perform routine account health checks and assist with business value assessment to ensure our customers exceed their desired goals for their most critical asset, their authoritative identity store.

Responsibilities

• Serve as the primary point of contact post-sale. Assume overall customer adoption responsibility and escalation management role for assigned accounts.
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.
• Partner with stakeholders to align account activities with the customer's business case and strategy.
• Prepare and educate customers on new features and releases.
• Monitor and identify adoption and utilization trends, and provide recommendations based on risk and customers’ business needs.
• Collaborate with customers and internal stakeholders to ensure customers rapidly attain the desired value from the product investment.
• Identify renewal risk and collaborate with internal teams to remediate and ensure successful renewal.
• Act as the customer’s advocate and collect feedback to identify friction points and drive continuous improvement of products and services.
• Work with the sales team to properly sell and position Professional Services and Support offerings.
• Collaborate to manage customer-facing processes, such as Net Promoter Score (NPS) and customer onboarding.

Skills and Experience

• Bachelor’s degree (B.A, B.S.) or equivalent
• Demonstrated customer success experience/account management role in SaaS organization
• Knowledge and experience in Identity and Access Management (IAM) or the security space
• General knowledge of cloud architecture as well as on-premises IT landscape
• Experience communicating at all levels of the organization, including with peers, partners, sales reps, and sales leaders
• Comfortable and willing to be a hands-on contributor
• Excellent communication skills, including issue tracking, triaging, and crisis management
• Ability to prioritize, multitask, and perform effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills
• Track record of successful planning and execution of Executive Business Reviews
• Outstanding analytical and problem-solving skills
• Excellent customer service skills and/or Help Desk experience
• Experience using Microsoft Office, Zendesk, and Salesforce
• Some light travel may be required

Competitive salary, comprehensive benefits, and employee-focused perks that support flexibility, growth, and well-being.

Radiant Logic, Inc. is an EEO Employer. As part of its safe hiring policy, Radiant Logic, Inc. conducts credentials verification and pre-employment screening on applicants who are offered and accept employment.