Reporting To: Chief Technology Officer
Team Size: 15–20 Customer Success & Support Specialists
Scope: Global Customer Base, Priority on Indian Enterprise Accounts
About Cross Identity
Cross Identity is a global leader in Identity & Access Management (IAM) and identity-first cybersecurity, headquartered in Bengaluru, India. Rebranded in 2023 (founded in 2000 under the name Ilantus), the company delivers advanced security solutions centered around Converged Identity & Access Management and contextual access control powered by deep intelligence.
Cross Identity’s flagship platform—built as a converged IAM SaaS—integrates authentication (MFA), identity & access lifecycles, access reviews, just‑in‑time provisioning, privileged identity governance and Cloud Infrastructure Entitlement Management. It also emphasizes Identity Risk Posture and the threat detection and response system.
More than ONE million identities are actively managed across enterprises globally, including leading financial institutions like HDFC Bank, Paytm Bank, Credit Access Grameen and SBI Life Insurance.
Cross Identity is recognized for delivering:
- Enterprise-grade identity security tailored for mid-market and large clients
- Rapid deployment and simplified operations, enabling deployment in days rather than months with minimal team overhead
- Compliance-ready tooling, such as automated audit trails and access reviews to align with evolving regulations like India’s DPDPA
The Role: Purpose & Impact
As our Customer Success Assurance Manager (CSAM), you’ll shape the strategic backbone of Customer Success and be the central force behind delivering an outstanding support experience. You’ll coordinate cross-functional resolution teams, drive transparent customer communication, own escalations end-to-end and help minimize business impact.
Beyond incident command, you’ll:
- Monitor and improve Customer Health Scores
- Drive data-backed success planning and reporting
- Act as a trusted advisor to strategic customers
- Champion internal and external continuous improvement initiatives
- Influence upsell/expansion—without direct sales quota
This is a mission-critical leadership role with high visibility and global scope.
What You’ll Own: Core Responsibilities
- Conduct proactive health-check cadence calls and success planning workshops
- Analyze and present usage analytics insights to customers
- Lead P1/P2 escalation and incident management workflows end-to-end
- Engage with both technical and executive stakeholders to manage expectations
- Develop and maintain Playbooks, SOPs, and “Run-Books” for repeatable excellence
- Establish Voice of Customer (VoC) feedback loops and provide product improvement inputs
- Manage Post-Incident RCA and PIR programs to drive root-cause prevention
- Oversee onboarding for new enterprise customers and ensure successful adoption
- Deliver training and enablement to both internal teams and customers
- Coordinate internally across Product, Engineering, DevOps, and Sales for aligned outcomes
- Foster a culture of documentation and knowledge-sharing across the Success organization
Key Processes You’ll Lead
- Incident escalation workflow and severity matrix optimization
- Implementation and iteration of the Customer Health Score model and alerts
- Standardized Post-Incident Review (PIR) / RCA framework
- Prioritization of continuous improvement backlog from support and CS insights
- End-to-end management of the Voice-of-Customer program
- Structured forecasting cadence for renewals and expansions
Strategic Initiatives You’ll Champion
- Rollout of real-time incident and health dashboards (Power BI / Tableau)
- Churn prediction and risk detection using customer telemetry
- Playbook automation and self-service knowledge base improvements
Your Experience & Expertise
- 8+ years in Customer Success / Technical Support, with 3+ years managing teams
- Solid knowledge of IT Infrastructure, SaaS Support Models, and Cybersecurity (IAM familiarity a big plus)
- Proven track record managing high-pressure escalations and executive communications
- Able to derive insights from usage data; basic SQL skills for ad-hoc analytics
- Comfortable with frameworks like ITIL v4 or Incident Command Systems
- Confident communicator – can engage execs, facilitate workshops, and lead post-mortems
You’ll Thrive Here If You Are…
- A servant leader who advocates fiercely for customers
- Data-driven, decisive, and passionate about systems/process improvement
- Calm under pressure and naturally collaborative during crisis moments
- An effective influencer and trusted “Voice of the Customer” to internal teams
Growth Path
- High-visibility pathway to Director — Customer Success Assurance within 2–3 years
Work Model & Flexibility
- Bangalore-based role; core working hours aligned to IST
- Flexibility for global customer engagement across time zones
- Travel ≤ 25% for key executive meetings and business reviews
Application & Screening Process
- HR Screening
- Functional Panel Interview (Live P1 Case Study)
- Executive Presentation to CTO & VP CS (30-60-90 Day Plan)
- Reference Checks and Offer
Required Submissions:
- Updated résumé
- 30-60-90 Day Action Plan (draft)
- Sample Incident RCA Document
- Link to dashboard or report you’ve built (sanitized if needed)
