Customer Success Assurance Manager

Role:

Exp:

Location:

About Cross Identity

Cross Identity

Cross Identity's flagship platformbuilt as a converged IAM SaaSintegrates authentication (MFA), identity & access lifecycles, access reviews, justintime 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

Customer Success Assurance Manager (CSAM)

Beyond incident command, youll:

• 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

mission-critical leadership role

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