Customer Success Manager

About the Role:

As a Customer Success Manager, you will be a pivotal player in transitioning our mid-market customer base from reactive maintenance into a disciplined, proactive retention and expansion engine. Joining an ambitious, high-performing team coming off its strongest year to date, you will take full-lifecycle ownership of accounts—from onboarding through product adoption, renewal, and upsell. You will act as a strategic advisor to our clients, ensuring they achieve maximum value from our core products (particularly the Omnix Platform) while actively elevating our internal operations through strategic account planning, AI-driven workflows, and process automation. This is a unique opportunity to challenge conventional CS processes, move upmarket, and leave a lasting footprint on how our organization operates. This role is based in our New York City office on a hybrid schedule (in-office Mondays, Tuesdays, and Thursdays).

At Dashlane you will:
Own the complete customer journey for a portfolio of mid-market accounts, guiding clients seamlessly from initial onboarding to long-term partnership.
Lead consultative renewals and drive account expansion, proactively identifying commercial opportunities and protecting overall retention.
Accelerate user adoption and engagement across core products like Omnix, ensuring customers realize ongoing strategic value.
Design and execute tiered account strategies, delivering consultative executive business reviews for high-growth accounts while utilizing automation for scaled touchpoints.
Spearhead operational initiatives and leverage modern AI workflows to streamline portfolio analysis, improve risk detection, and elevate team-wide execution.
Partner cross-functionally with Sales, Product, and Support to champion the voice of the customer and resolve complex escalations.

Requirements:
3+ years of Customer Success or Account Management experience within a fast-paced B2B SaaS environment.
Proven experience managing accounts across the full customer lifecycle from onboarding to renewals
Experience using product analytics, health metrics, or CRM platforms to assess account health, forecast risk, and plan account strategy.
Comfortable using generative AI tools (e.g., ChatGPT, Gemini) to streamline daily workflows, draft communications, and synthesize portfolio data.

We're Also Looking For:
Prior experience within Cybersecurity, Identity and Access Management (IAM), or security-focused SaaS platforms.
A "builder" mindset with an innate drive to optimize processes, build playbooks from scratch, and scale operational efficiency.
High learning agility and intellectual curiosity—eager to dive deep into nuanced technical products and complex customer operating models.

What Dashlane offers you:

Equal Parental leave - regardless of gender, up to 20 weeks fully paid leave to take care of their new baby, within the first year of birth or adoption
Mental health services through Spring Health and well-being days
Mentorship program - select your mentor from our internal pool and continue your learning path!
Comprehensive health coverage, including dependents
Unlimited PTO
Betterment 401(k) retirement plan
Paid holidays and sick leave
Donation matching program - give back to the community and support actions that lead to positive social impact under the historically marginalized communities. Every donation will be matched by Dashlane, up to $500 per year
Weekly lunch in the office and monthly happy hour
Team buildings & seasonal social events and many more