Zluri
Senior Customer Success Manager


  • Function       :  Customer Success
  • Job Location  :  Whitefield, Bangalore
  • Shift timings  : US PST timezone (8 PM - 5 AM IST)

About Us:

Every enterprise is deploying AI agents. Almost none of them know what those agents can access.

Zluri is building the Identity Control Plane for the AI Era — a unified platform that brings real-time visibility and governance to every identity in an organization, human and non-human alike. We combine Identity Security Posture Management (ISPM), Identity Visibility & Intelligence (IVIP), and Identity Governance into a single platform powered by a Context Graph architecture.

While others build agents to do the work, we build the infrastructure to ensure they don't go rogue.

We're a Series-B startup backed by Lightspeed, MassMutual Ventures, Endiya Partners, and Kalaari Capital, trusted by 200+ enterprise customers to secure their identity landscape. If you're excited about defining how the world governs identity in an AI-first future, we'd love to talk.

Role Summary:

We are looking for a Senior Customer Success Manager to join our Bangalore team and own a portfolio of enterprise customers across North America and LATAM. You will work during PST business hours (8.00 pm to 5.00 am IST) and serve as the primary point of contact at every stage of the customer journey: from initial onboarding and technical implementation through adoption, expansion, and renewal.
You will go deep into each customer's identity and access landscape, understand their technology stack, architect solutions using Zluri's platform, and lead complex implementations from kickoff to go-live. You will be as comfortable drawing up an architecture diagram and walking through a use case design as you are running an executive business review with a CISO. You will act as the voice of the customer inside Zluri and as a trusted IGA advisor on their side.


Key Responsibilities:

Implementation and Solution Design
  • Lead end-to-end implementation of Zluri for enterprise customers, owning the full arc from kickoff and requirements gathering through configuration, testing, and go-live.
  • Understand each customer's technology stack and identity environment in depth, then design the right solution architecture using Zluri's platform capabilities.
  • Build and present architecture diagrams and use case designs that map Zluri's modules (Access Requests, Access Reviews, Identity Lifecycle Management, SoD, ISPM) to the customer's specific governance objectives.
  • Take a consultative approach: proactively challenge assumptions, identify gaps in the customer's current processes, and recommend best practices rather than just implementing what the customer asks for.
  • Partner with Solutions Engineering and Professional Services on complex technical requirements, acting as the primary customer-facing owner throughout.
Adoption and Ongoing Success
  • Build and execute success plans with clear milestones and KPIs tied to the customer's identity governance objectives.
  • Monitor adoption health post-go-live, proactively identify underutilised capabilities, and design enablement plans to address them.
  • Run product training, best-practice workshops, and use case reviews to continuously deepen the customer's use of Zluri.
  • Stay ahead of the Zluri product roadmap and deliver relevant new capabilities to your customers before they ask.
Stakeholder and Relationship Management
  • Serve as the primary point of contact for assigned accounts, building trusted relationships with IT, Security, and Compliance stakeholders from day-to-day users to executive sponsors.
  • Conduct regular Executive Business Reviews and Quarterly Business Reviews, presenting ROI, adoption metrics, and roadmap alignment.
  • Navigate complex, multi-stakeholder environments and translate technical outcomes into business language for executive audiences.
Retention, Renewal and Expansion
  • Own renewal outcomes for your portfolio, proactively identifying risk and driving mitigation strategies well ahead of contract dates.
  • Identify and qualify expansion opportunities (including additional modules, new use cases, and seat growth) in partnership with Account Executives.
  • Monitor customer health signals and usage data to intervene early on at-risk accounts.

Escalation and Issue Resolution
  • Own escalations end-to-end, coordinating cross-functionally with Support, Engineering, and Product to drive urgent resolution.
  • Communicate proactively with customers during incidents to maintain confidence and trust under pressure.
  • Feed recurring escalation patterns back into the product roadmap as structured, actionable input.
Internal Collaboration
  • Act as the customer's internal advocate, bringing structured product feedback to the roadmap and closing the loop with customers on feature requests.
  • Collaborate with Sales on account strategy, renewal planning, and expansion plays.
  • Contribute to CS team initiatives, including playbook development, onboarding templates, and health scoring frameworks.

Qualification and Experience

  • Education: Bachelor's degree in Computer Science, Engineering, or a related field.
  • Experience: 5-8 years of experience in Customer Success, Technical Account Management, or a related post-sales function, with at least 3 years working with enterprise customers.
  • Hands-on background in the Identity Governance and Administration (IGA) industry. You have implemented, configured, or administered IGA solutions and understand the domain from the inside, including provisioning, access reviews, identity lifecycle, and SoD.
  • Proven experience leading end-to-end technical implementations for enterprise customers, including requirements gathering, solution design, and go-live.
  • Strong track record managing complex enterprise accounts in North America or LATAM, including navigating organisations with multiple stakeholder groups.
  • Demonstrated experience owning renewals and driving net revenue retention in a B2B SaaS environment.
Key Skills:

  • Strong project management instincts: you keep multiple workstreams moving simultaneously, track milestones, and communicate status proactively.
  • Executive presence: confident leading EBRs and steering conversations with CISOs and VP-level stakeholders.
  • Excellent written and verbal English communication. You write crisp, clear documentation and run tight, outcomes-focused meetings.
  • Comfortable and motivated working PST hours from Bangalore. This is a firm requirement for North America and LATAM coverage.
  • High ownership mentality. You are consultative by nature, identifying customers' needs rather than waiting to be told what to do.
  • Good working knowledge of AI tools such as Claude, ChatGPT, and Gemini, with an AI-first approach to analysing problems, streamlining workflows, and automating repetitive internal processes.
Technical and Domain Knowledge

  • Deep familiarity with IGA and identity security concepts: access provisioning and de-provisioning, access reviews, segregation of duties, identity lifecycle management, and role-based access control.
  • Ability to understand a customer's technology stack at sufficient depth to build architecture diagrams and map Zluri's platform to their use cases.
  • Practical understanding of how integrations work, including how systems connect and exchange identity data, so you can have informed conversations with customer IT teams and Zluri's engineering team.
Nice to Have

  • Working knowledge of integration technologies such as REST APIs, SCIM, SAML/SSO, and directory services like Active Directory, LDAP, or Azure AD.
  • Familiarity with compliance frameworks relevant to identity governance: SOC 2, ISO 27001, HIPAA, SOX, ITGC, and PCI DSS.
  • Prior experience at a high-growth B2B SaaS company.
  • Background in IT security, IAM/PAM, or GRC functions, either as a practitioner or as a vendor-side CSM.
  • Experience working with customers undergoing IGA platform migrations or greenfield implementations.
Why Zluri

  • Work on an IGA platform recognised by Gartner, Forrester, and G2, addressing a problem that every enterprise deals with.
  • Own a strategic, high-value book of business where your work directly shapes customer outcomes and company growth.
  • Operate at the intersection of deep technical consulting and executive relationship management, with real ownership and visibility.
  • Be part of Zluri's next chapter as we expand aggressively across North America and LATAM.

Empowering Diversity, Championing Inclusivity

Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.



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