Customer Success Manager

Job Description

Job Description

Customer Success Manager- Remote

ABOUT THE ROLE:

You'll be the go-to person for a portfolio of enterprise accounts, making sure every customer feels supported, informed, and set up for success. You'll keep things moving after calls, stay close to how each account is doing, and give the rest of the team a clear view of where things stand. The CSMs who thrive here are the ones who like to get ahead of things and bring a thoughtful, organized energy to everything they do.

WHO WE ARE:

HiddenLayer protects the world's most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first-hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent-pending, productized solution to support organizations in accelerating their adoption of AI securely.

Our dedication to innovation has been recognized by prestigious awards such as RSA's Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up.

WHAT YOU'LL DO:

Customer Communication & Coordination

• Manage ongoing communication across your portfolio: regular check-ins, status updates, and account emails.
• Join customer calls, take notes, keep things on track, and make sure every action item is captured and assigned.
• Own all follow-up after calls; track who owns what internally and make sure things actually get done.
• Handle scheduling coordination so the rest of the team doesn't have to.

Internal Operations

• Keep Jira tickets current, correctly labeled, and moving.
• Maintain accurate health notes and scores so the team always has a real view of account status.
• Proactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalation.

Cross-Functional Collaboration

• Work alongside the Solution Architect team during onboarding. The SA handles technical setup; you own the customer relationship and make sure nothing gets lost in the transition from Sales.
• Partner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolved.
• Keep Account Directors informed ahead of renewals, flag at-risk accounts early, and surface upsell opportunities for them to run with. Be the source of truth on day-to-day account context.

Onboarding & Adoption

• • Help new customers see value quickly. Onboarding doesn't end when the contract is signed.
  • Monitor product adoption and flag low engagement before it becomes a problem.
  • Own customer communication during escalations.

WHO YOU ARE:

• 5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company.
• Experience managing enterprise accounts across technical and executive stakeholders.
• Exceptionally organized, with a track record of keeping follow-ups and action items from slipping.
• Strong written and verbal communication skills; clear customer emails, productive calls, clean internal handoffs.
• Proactive, you stay ahead of accounts rather than waiting for customers to come to you.
• Familiarity with tools like Jira or Salesforce is a plus.
• Background in cybersecurity or AI/ML is a plus, but not required.

WHY HIDDENLAYER?

We're moving at (what feels like) the speed of light. HiddenLayer is a venture-backed company and recently closed a $50M funding round led by M12, Microsoft's Venture Fund, and Moore Strategic Ventures.

Attracting and retaining the very best people is our #1 priority. That's why we offer our team best-in-class benefits, including:

• Fully Remote: We are a completely remote global team. Though we're distributed, we are intentional about getting the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses.
• Comprehensive Health & Wellness Benefits: Better than your average startup healthcare benefits. With five options to choose from, of which are fully subsidized by HiddenLayer, we offer a variety of options to fit each person's needs. We also offer vision, dental, and 401k offerings.
• Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
• Commitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.
• Diversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.

To learn more about HiddenLayer visit HiddenLayer and follow us on LinkedIn or Twitter.

HiddenLayer is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.