Customer Success Manager (CSM)

Splan

Newark, CA, USA Remote Full-Time 5+ Years

About Splan

Splan is a leading provider of AI-powered Physical Identity & Access Management (PIAM), Visitor Management, and Workforce Identity solutions. Trusted by organizations across 60+ countries, Splan helps enterprises secure people, facilities, and operations through intelligent identity automation.

Splan brings identity governance, automation, security, and lifecycle management into the physical world, helping organizations manage employees, contractors, visitors, and other identities across enterprise identity systems and physical access environments.

Role Overview

We are looking for a Customer Success Manager to help customers successfully adopt and expand our identity, physical security, and access control solutions.

The ideal candidate should have experience working with enterprise customers, understanding their business goals, driving product adoption, managing relationships, and ensuring high customer satisfaction.

Responsibilities

  • Manage customer relationships after implementation and act as the main point of contact.
  • Drive product adoption, usage, renewals, and customer satisfaction.
  • Understand customer business needs and help them get maximum value from the platform.
  • Coordinate with Professional Services, Support, Product, Engineering, and Sales teams.
  • Conduct regular check-ins, business reviews, and customer health reviews.
  • Identify risks, escalations, expansion opportunities, and training needs.
  • Help customers with best practices for identity, visitor management, access control, and physical security workflows.
  • Track customer health, usage, feedback, renewals, and success metrics.

Requirements

  • 5+ years of experience in customer success, account management, professional services, or enterprise software delivery.
  • Experience working with identity, physical security, access control, visitor management, or SaaS platforms is preferred.
  • Strong customer communication, relationship management, and problem-solving skills.
  • Ability to manage multiple enterprise customers and internal stakeholders.
  • Understanding of SSO, access control systems, identity platforms, integrations, or security operations is a plus.
  • Experience with CRM, customer success, ticketing, or project tracking tools is preferred.

How to Apply

Submit your application online with an updated resume and send it to careers@splan.com. Qualified candidates will be contacted for the next steps.