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Centrify Corporation

Manager of Customer SuccessMurray, Utah, United States

Manager of Customer Success

Murray | Utah | United States

If so, you'll be right at home at Centrify. We are always looking for talented, motivated individuals who would like to help us design, build, sell and support the next generation of integrated software solutions as we redefine security from a legacy static perimeter-based approach to protecting millions of scattered connections in a boundaryless hybrid enterprise!

Centrify is seeking a Manager / Team Lead of Customer Success to recruit, develop and manage a team of CSMs in our Murray, UT office. This role will be responsible for improving onboarding, driving adoption, mitigating renewal risk, building and cultivating internal/external relationships, as well as the day-to-day oversight of the team. The ideal candidate is proactive, results-driven, and thrives in team-oriented, fast-paced environments. The Manager / Team Lead of Customer Success will have prior experience scaling-up and/or leading a team, while ensuring the team has a track record of meeting and exceeding KPIs.

  • Recruit, lead and provide training, coaching and team development.
  • Build and manage a CSM team to ensure a high level of CSAT and retention by building relationships while providing tailored services and creative solutions for our customers.
  • Demonstrate a strong knowledge of our software products, operational procedures and bring together all key operating groups supporting each customer.
  • Develop and support strategies to ensure each customer's expectations are met and Centrify's products and services are adding value.
  • Delegate tasks appropriately and track progress against plans to drive projects to completion.
  • Forecast and track key account and team-member performance metrics.
  • Regularly conduct business reviews internally to review the results of your teams' book of business.
  • Regularly oversee development of action plans to remove friction and ensure forward progress with our customers' use of the Centrify Platform.
  • Identify growth opportunities within accounts and collaborate with appropriate Account Teams to ensure our 'land and expand' objectives.
  • Coordinate the handoff process between the sales team and Customer Success. This includes defining success and/or identifying potential issues identified during the sales cycle.
  • Coordinate activities between Centrify Customers, CSMs, internal departments and any external ISVs / Partners / SIs to ensure successful deployments and customer engagements.
  • Work closely with Technical Support to assist in resolving escalated issues in a timely manner and properly communicate/set expectations with customers.
  • Regularly maintain customer updates and status within Gainsight and/or other related internal technologies / tools utilized by the Customer Success Team.
  • Initially, approximately 50% of time will be spent managing a small book of business.

Experience and Skills:

  • 4-year degree.
  • Minimum 3+ years of leadership experience in supervising others and/or managing teams.
  • Minimum 2+ years' experience in customer success (preferably in a Software company).
  • Excellent written and oral communication skills.
  • Strong presentation skills for both in-person and remote meetings.
  • Technical proficiency and/or familiarity with any of the following: Identity Access Management, SAML, Mobile Device Management (MDM), Active Directory and SSO is a definite plus.
  • Proactive, highly organized, attention to detail and ability to manage multiple tasks.
  • Knowledge of enterprise software terminology and concepts.
  • Team player and ability to work with different temperaments and personality types.
  • Adaptable to changing environments with strong problem-solving skills & ability to work autonomously.
  • Local Candidates Only.

Centrify offers competitive salaries and an excellent benefits package, including medical, dental, vision and life insurance. We also provide an Employee Assistance Program, paid holidays, paid time off, flexible spending account, stock options, 401k, and more. This is just part of what made Centrify one of Glassdoor's "Best Places to Work in 2016"!

Centrify Corporation is an Equal Opportunity Employer, committed to providing a diversified work environment, free of discrimination and harassment.

For more information regarding our company, or to search for all available job openings, please visit our website at

Centrify does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers.

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