Customer Success Manager

Adaptive Customer Success Role

Adaptive is a cybersecurity startup on a mission to stop AI-powered cyberattacks. Founded by Brian Long and Andrew Jones, repeat entrepreneurs who have built and scaled category-defining companies, Adaptive protects teams from emerging threats like deepfakes, smishing, and AI-powered voice scams.

This is a foundational role with the autonomy to define and shape our customer onboarding and support processes from the ground up. You will act as the first line of defense for our clients—owning all aspects of implementation, onboarding, and technical support. As the "face of the product", you will ensure customers see immediate and lasting value from our platform. You'll partner directly with leadership and Engineering to rapidly troubleshoot issues, relay product feedback, and identify areas for improvement—ensuring a world-class experience for our users. This is an opportunity to make a significant impact, influence how we scale, and grow your career alongside a fast-moving, well-funded startup.

Responsibilities:

• Own all aspects of customer implementation, onboarding, and support.
• Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
• Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
• Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquiries.
• Collaborate with Engineering to escalate and resolve complex incidents, surfacing broader product or platform health concerns as needed.
• Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processes.
• Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
• Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction, ensuring customers achieve ongoing success with our platform.

Qualifications:

• 2-4 years of experience in a Customer Success, Implementation, Client Support, or similar role at a SaaS company.
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills and a customer-first mindset.
• Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environment.
• Experience working with cross-functional teams to identify solutions to technical problems and quickly remediate for clients.
• A growth mindset and willingness to learn rapidly, both from customer interactions and from working closely with engineers and product managers.

What We Offer:

• The opportunity to define and standardize the customer experience from day one, ensuring your work directly shapes how we scale.
• A supportive, inclusive environment where every team member's contribution is valued.
• A culture that promotes continuous learning and growth, with access to resources and mentorship to advance your skills and career.
• The chance to work on challenging products that will impact millions of people.

Compensation & Benefits:

• Competitive compensation and a fantastic office atmosphere.
• Premium healthcare and wellness benefits.
• Catered lunch in the NYC office, Monday - Friday

Environment:

• This role is located in New York City, requiring the candidate to work onsite five days a week.
• You'll be part of a highly collaborative team that values real-time communication and hands-on problem solving.

Ready to Apply?

If you are eager to apply your skills in a dynamic, collaborative environment, and are passionate about building robust onboarding and support systems, we would love to hear from you. Join us in defining how our company scales, and become a cornerstone of our customers' success.