Customer Success Associate

About Pathlock

At Pathlock, we redefine how organizations safeguard access, enforce controls, and maintain compliance across their business-critical applications. As a leader in Identity Governance, Access Controls, and Application Security, we help enterprises streamline audits, reduce risk, and automate compliance using advanced governance and GRC capabilities.

Our mission is to simplify and modernize the way organizations manage controls - empowering them to achieve continuous compliance with less manual effort, stronger oversight, and greater confidence.

Position Overview

We are seeking a Customer Success Associate with excellent communication skills, critical thinking skills and an appetite for ongoing learning. This individual will execute a broad range of tasks such as developing and maintaining ongoing relationships with various contacts in customers’ organizations (executive sponsor to day-to-day), providing thought leadership and acting as a trusted advisor, developing, and monitoring success programs, contributing to increased revenue, and minimizing churn.

This role demands a reasonable ability to understand customers’ technical use cases of the products, as well as strong analytical thinking to provide insights into customer-to-business interactions. This individual owns the overall experience management between the customer and Pathlock teams.

Key Responsibilities

Customer Relationship & Account Management

• Serve as the primary post-sales point of contact for customers.
• Build strong relationships with customer product owner, buyer, and key stakeholders in audit, SOX, risk, and internal controls.
• Act as liaison between internal and external teams to drive alignment and meet desired outcomes.
• Understand each customer’s use cases and guide them on how Pathlock product(s) supports these requirements.
• Partner with customers and Pathlock’s cross-functional teams to promote adoption, satisfaction, and advocacy throughout their journey.
• Provide strategic guidance to help customers mature their governance and control environment through utilization of Pathlock product features and functionalities.
• Demonstrate product knowledge and enable current & future use cases to help customers realize value, ensuring retention, identifying growth opportunities, and expanding ROI with Pathlock.
• Conduct executive business reviews with appropriate stakeholders to review progress towards – or achievement of – desired outcomes; address challenges with plans for mitigation and align on upcoming / future business objectives.
• Leverage sales approach best practices with ongoing discovery and uncovering new cross-sell and upsell opportunities.

Collaboration & Cross-Functional Alignment

• Partner with Sales on identified cross-sell and upsell opportunities.
• Capture feedback and communicate with Support, Product, Engineering to communicate customer enhancement requests and/or issues.
• Work with Support to resolve issues during critical periods.
• Communicate & collaborate regularly with Professional Services during implementations to ensure a thorough understanding of the customer’s journey to steady state
• Collaborate with Marketing as needed for customer notifications, newsletters, and sharing of events.

Reporting & Documentation

• Provide internal reporting on customer outcomes.
• Maintain knowledge over book of business & keep records of information in Salesforce, including Assets, ERPs, meeting notes, key contacts, at-risk insights, & referenceable contacts.
• Log and track customer health metrics (CSAT, assets, support cases, references, etc.) and coordinate with relevant parties to develop plan for addressing accounts at-risk.

Qualifications & Experience

Experience

• 0-2 Years of Customer Success experience
• Ability to understand customer needs and to increase customer engagement.
• Ability to interpret customer business requirements and translate them into technical product capabilities and functionality.
• Direct experience interfacing with customers in support of their purchased product is a plus.

Skills

Technical Skills

• Knowledge of MS Office.
• Knowledge of SaaS products and CRM Software a plus.
• Familiarity with cloud or ERP environments is a plus.

Soft Skills

• Excellent communication skills, including the ability to clearly communicate complex technical concepts to non-technical stakeholders and create customer documentation.
• Passionate about delivering exceptional customer experiences and ensuring customers achieve their desired outcomes.
• Analytical problem-solving, with the ability to resolve complex technical issues.
• Collaborative mindset, working well with both internal teams and customers to solve problems and share knowledge.
• Strong time-management skills with the ability to work independently with minimal supervision while managing multiple customer accounts.

Education

• High school diploma

Why Pathlock?

• Impact: Modernize enterprise compliance in the world’s largest organizations.
• Innovation: Work with leading-edge governance technology in a fast-growing space.
• Career Growth: Opportunities for professional growth, with a clear path for career development and advancement.
• Culture: Dynamic, diverse team that’s passionate about security and identity management.
• Benefits: Comprehensive coverage and retirement options.