Customer Success Manager

Remote
Full Time
Mid Level
Role Overview
This is not a conventional Customer Success Role. The Customer Success Manager is the business outcome-oriented post-sale owner for a portfolio of enterprise customers. The role is responsible for identifying opportunities for cross-sell and up-sell to better protect customers. The ideal CSM is inquisitive, with a consulting mindset for partnering with and helping build valuable outcomes for customers.

Why this role matters
DTEX customers rely on our platform to address complex insider risk, AI risk management, and data protection challenges. The Customer Success Manager is the trusted advisor to a portfolio of enterprise customers. This is not a reactive account management role. You make sure customers get measurable value from DTEX and stay ahead of risks to that value.
You will turn DTEX capability into business outcomes, drive platform adoption, and secure long-term renewal readiness while identifying expansion opportunities. The ideal CSM is inquisitive and brings a consulting mindset to every customer partnership.

Core Accountabilities
  • Own outcomes across a defined portfolio of enterprise customers, with accountability for retention, adoption, customer health, and renewals. When an issue affects a customer, take responsibility for driving it forward, involve the right people, and follow it through to completion.
  • Lead the customer lifecycle from onboarding through renewal, using established success planning, operating cadence, and health management practices.
  • Help customers improve their security posture and reduce insider risk exposure by aligning DTEX capabilities to their priorities, tracking program milestones, and independently delivering formal Quarterly Business Reviews (QBRs).
  • Build multithreaded relationships across Security, IT, Legal, HR, Fraud, Procurement, and executive stakeholders, engaging confidently with both executives and operational teams.
  • Own customer-side renewal readiness through value evidence, health tracking, stakeholder alignment, forecast accuracy, and recovery planning for at-risk accounts. Identify where additional DTEX capabilities would better protect the customer, and partner with Sales to progress them.
  • Lead customer communication during escalations. Keep stakeholders informed and bring in leadership and technical teams at the right time with clear context and a recommended next step.
  • Run structured internal account syncs across Sales, Technical Success, Support, Engineering, Product, Services, and Intelligence and Investigations Services. Work as part of the wider account team, share what you learn, and make sure agreed actions have a clear owner and due date.
  • Maintain accurate customer scorecards, success plans, stakeholder maps, health signals, renewal forecasts, risks, value evidence, and next steps in customer success and CRM systems.

Technical and Enterprise Insider Risk Expectations
Engage credibly on insider risk, user behavior, data protection, security operations, privacy, and compliance, and guide customers at varying levels of program maturity. This role does not replace implementation, Support, Solution Architecture, or Technical Success specialists. You will recognize risk, ask informed questions, bring in the right expertise, and translate technical conditions into customer and business impact. We expect a demonstrated commitment to continuous learning in the insider risk landscape. You will use approved AI tools to automate routine work and improve research, planning, and risk identification, while validating accuracy and protecting sensitive information.

Level Scope
Independently owns a defined portfolio of enterprise accounts as an individual contributor. You will operate with autonomy in daily execution, apply established Customer Success practices and playbooks, coordinate defined account workstreams, and share practical knowledge across the business. Strategic, commercial, or technical risks are raised early with clear recommendations, with guidance from Customer Success leadership on complex commercial or executive matters. As our Customer Success function continues to scale and mature, you will be expected to operate effectively within ambiguity and contribute to the refinement of the function.

Success in this role
  • Customers achieve measurable adoption and value outcomes.
  • Renewal readiness and forecasts are evidence-based and current.
  • Risks are identified early and managed through accountable follow-through.
  • Internal escalations and cross-functional collaborations are handled constructively, with clear ownership and agreed outcomes.
  • You act as a structured Voice of the Customer (VoC) to inform product development and proactively contribute to the team’s knowledge-sharing and development.

QUALIFICATION REQUIREMENTS
Technical & Experience Baselines:
  • 4 or more years of relevant customer-facing experience in enterprise SaaS, cybersecurity, consulting, implementation, insider risk program management, or Customer Success.
  • Demonstrated ownership of enterprise customer relationships, measurable outcomes, renewals, escalations, and cross-functional delivery.
  • Working knowledge of security operations, insider risk, data protection, enterprise deployment concepts, integrations, privacy, or compliance.
  • Strong written and verbal communication, program coordination, sound judgment, and the ability to drive accountability through influence.
  • Bachelor’s degree in a related field or equivalent enterprise technology, cybersecurity, consulting, military, intelligence, or customer-leadership experience.

Behavioral Competencies:
  • A consulting mindset which identifies the business driver behind a request and solves the real problem.
  • Able to explain technical items in business terms that executives can act on.
  • Emotional intelligence with a track record of maintaining composure and driving alignment in high-pressure customer environments.
  • A strong sense of ownership and a proven ability to work collaboratively across teams to deliver customer outcomes.

Nice to haves
  • Experience supporting complex or regulated enterprise customers.
  • Experience with customer-success platforms, CRM systems, or approved AI productivity tools.
  • Relevant cybersecurity, project-management, or Customer Success certification.

Why Join Us?
  • Impact at Scale – Build and lead DTEX’s first sales enablement function, shaping how we scale commercial excellence across the world. 
  • Thriving Company Culture – At DTEX, we foster a values-driven environment that prioritizes respect, inclusion, and collaboration. 
  • Growth & Development – We believe in lifelong learning and provide opportunities for continuous professional development. 
  • Flexibility – Work in a hybrid or remote environment that balances collaboration with autonomy. 
  • Comprehensive Benefits – Competitive compensation, equity participation, health and wellness benefits, and generous time-off policies. 

About DTEX
DTEX is the leader in risk-adaptive security, unifying human, data, and AI risk through a behavioral intelligence platform. Built for enterprise scale, DTEX detects threats early and prevents breaches before they impact the business.

By analyzing how people, data, and AI systems interact, DTEX surfaces early indicators of risk that other tools miss and provides the context needed to act with precision. The platform brings together insider risk management, risk-adaptive data protection, user and entity behavior analytics, user activity monitoring, and AI risk management into a single, cohesive solution.

Organizations and governments worldwide rely on DTEX to protect sensitive data, enable secure innovation, and safeguard trust. With privacy-by-design telemetry and adaptive controls, security teams can reduce risk without disrupting productivity.

Joining DTEX means working on some of the most complex and high-impact security challenges facing enterprises today.
 
DTEX is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 

Exact compensation may vary based on skills, experience, and location.
Base salary range (SF Bay Area): $120K-180K
 
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