DescriptionWe're growing and looking to hire Customer Success Manager who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.
About the role You will be the primary point of contact for our top-tier customers, building relationships across all levels, including senior executives, and ensuring successful adoption of our platform.
In this role, you will guide customers through complex challenges by leveraging strong product fluency and a deep understanding of their business needs. You will act as the central coordinator across internal teams, ensuring customer issues are clearly defined, properly routed, and driven to timely resolution with clear ownership and accountability. As the quarterback of the customer experience, you will orchestrate cross-functional teams to deliver outcomes that drive customer value, retention, and long-term success, and ensure accountability across all stakeholders, especially during critical situations
ResponsibilitiesAs a Customer Success Manager, Your impact will be:- Serve as the primary point of contact and trusted advisor for executive stakeholders, aligning their business goals with product value.
- Guide customers through onboarding and adoption, leading proactive product enablement to drive long-term value realization with a strong focus on time-to-value and measurable business outcomes
- Monitor usage data and health indicators to preemptively address risks and capitalize on expansion opportunities.
- Act as the "Quarterback" of the customer experience, synthesizing customer needs into actionable insights for Product and Sales to influence the roadmap.
- Lead complex escalation workflows, aligning internal stakeholders to maintain momentum and resolve high-stakes challenges.
- Take ownership beyond defined responsibilities when required to ensure customer success.
- Leverage AI platforms (e.g., Staircase AI, Gemini) to monitor customer health metrics/playbooks, generate executive summaries, and automate back-office workflows - freeing up your time to focus on high-impact strategic account growth.
RequirementsWhat do you need to succeed in this role?- 4+ years of experience as a Customer Success Manager or Technical Account Manager in a fast-growing B2B SaaS organization
- Experience managing large, complex customer accounts
- Ability to quickly ramp on complex products and operate at a "power-user" level.
- Ability to operate effectively in ambiguous and fast-changing environments.
- Excellent discovery and problem-framing skills (ability to ask the right questions and identify core issues).
- Strong capability to influence and build trust with all levels of stakeholders with communication, social, and presentation skills.
- Strong understanding of networking standards and protocols, including TCP/IP, routing, switching, DNS, DHCP, and segmentation principles.
- Experience with Operational Technology (OT) environments and industrial networks - a strong advantage.
- Solid understanding of cybersecurity principles and secure network architecture.
- Familiarity/Experience in Cyber Security i.e Endpoint, SOAR, SIEM
- Leverage AI platforms (e.g., Staircase AI, Gemini) to monitor customer health metrics/playbooks, generate executive summaries, and automate back-office workflows - freeing up your time to focus on high-impact strategic account growth.
Expected compensation for the role is between $130,000 - $145,000. This is a good faith estimate but does not include equity, bonus, or other forms of payment. Pay will be determined by experience level, but those outside the salary band are welcome to apply.
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