Role Overview We are looking for a technically proficient Customer Success Manager (CSM) with a strong understanding of the Identity and Access Management (IAM) domain. The role combines customer relationship management, technical product expertise, onboarding, implementation coordination, and customer adoption to ensure customers derive maximum value from our IAM solutions.

The ideal candidate will be comfortable engaging with technical stakeholders, understanding customer IAM environments, troubleshooting functional and technical challenges, and collaborating with internal teams to drive customer satisfaction, retention, and long-term success.

Customer Success & Relationship Management : Serve as the primary point of contact for customers throughout their post-onboarding lifecycle, building strong relationships with technical and business stakeholders.

- Technical Onboarding & Implementation: Drive customer onboarding, product configuration, implementation coordination, and adoption of IAM solutions, ensuring alignment with customer requirements and security objectives.
- Develop a sound understanding of IAM concepts, including Identity Governance and Administration (IGA), Identity Lifecycle Management (Joiner-Mover-Leaver), Role-Based Access Control (RBAC), Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access provisioning.
- Integration & Troubleshooting: Work closely with customer IT teams to understand integration requirements involving Active Directory, LDAP, HRMS, enterprise applications, and cloud environments. Coordinate troubleshooting of technical issues with product, engineering, implementation, and support teams.
- Product Adoption & Enablement: Conduct product demonstrations, technical walkthroughs, user training,



and knowledge-sharing sessions to improve customer adoption and enable effective use of IAM capabilities.
- Monitor product usage, adoption metrics, customer satisfaction, and account health to identify risks proactively and develop mitigation plans to prevent churn.
- Conduct periodic customer and business reviews to demonstrate product value, review implementation progress, measure adoption, and identify opportunities for optimization.
- Issue & Escalation Management: Own customer concerns and coordinate timely resolution of functional, technical, and operational issues, ensuring clear communication and follow-through.
- Renewals & Account Growth: Customer Feedback & Product Advocacy: Capture customer feedback, document feature requests, and work with product and engineering teams to improve the product and customer experience.
- Maintain accurate records of customer interactions, technical discussions, implementation milestones, issue logs, adoption metrics, and account plans in CRM and other relevant systems.
- Bachelor's degree in Engineering (B.E./B.Tech) in Computer Science, Information Technology, or a related technical discipline.

Experience in IAM, Identity Security, technical implementation, support, or customer-facing technical roles.
Strong understanding of IAM concepts, including SSO, MFA, RBAC, identity lifecycle management, provisioning, and access governance.
Experience integrating enterprise applications and troubleshooting technical issues across on-premises, cloud, or hybrid environments.
Robust analytical, problem-solving, communication, and stakeholder management skills.
Ability to conduct technical demonstrations, customer training, and product adoption reviews.
Strong ownership, project coordination, documentation, and cross-functional collaboration skills.

📌 Customer Support / Success Manager (Mumbai)
🏢 Cymmetri
📍 Mumbai