Senior Customer Success Manager

Senior Customer Success Manager

This role offers the opportunity to drive customer success within a fast-growing cybersecurity environment focused on AI-powered security operations. You will act as a strategic partner for enterprise customers, helping them maximize the value of advanced security automation solutions. Working closely with Product, Engineering, Sales, and Security teams, you will translate customer needs into meaningful improvements and scalable processes. The position combines relationship management, technical expertise, and strategic advisory skills to deliver measurable business outcomes. You will help customers reduce operational challenges, improve security workflows, and achieve long-term success through innovative technology adoption. This is an ideal opportunity for a customer-focused leader who thrives in complex environments and enjoys building trusted partnerships.

Accountabilities:

As a Senior Customer Success Manager, you will own strategic customer relationships, ensuring organizations achieve measurable value from AI-driven security solutions while helping shape the future of customer success operations. You will serve as the connection between customer goals, product improvements, and business growth.

• Drive customer value realization by defining and tracking success milestones, including operational efficiency improvements, time savings, and reductions in security workload.
• Manage enterprise account health through regular assessments, executive reviews, and proactive strategies that support strong retention and expansion.
• Develop and improve customer success frameworks, playbooks, workflows, and processes to support organizational growth.
• Optimize customer onboarding and lifecycle experiences to accelerate adoption and improve time-to-value.
• Gather and analyze customer feedback, security workflows, and operational challenges to influence product roadmap priorities.
• Act as a trusted advisor to security leaders, helping customers align technology capabilities with cybersecurity strategies and business objectives.
• Collaborate cross-functionally with Sales, Product, Engineering, and Marketing teams to resolve customer challenges and improve customer outcomes.
• Monitor customer success metrics such as retention, engagement, health scores, and expansion opportunities.
• Support customers through complex technical environments, security operations challenges, and adoption initiatives.
• Build strong customer advocacy by creating successful partnerships and long-term relationships.

Requirements:

The ideal candidate combines cybersecurity expertise, customer success leadership, and strong communication skills to manage complex enterprise relationships. You should be comfortable working with technical stakeholders, analyzing operational challenges, and driving measurable customer outcomes.

• Strong experience in customer success, account management, or strategic customer-facing roles within technology or cybersecurity environments.
• Expert understanding of security operations, including alert triage, investigation workflows, and modern Security Operations Center (SOC) challenges.
• Experience managing customer success metrics such as retention rates, customer health scoring, churn indicators, and expansion opportunities.
• Familiarity with cybersecurity tooling ecosystems, including SIEM, EDR, and SOAR platforms.
• Understanding of security automation concepts and the ability to translate technical capabilities into business value.
• Familiarity with API integrations, cloud infrastructure, and troubleshooting customer environments.
• Proven ability to lead cross-functional initiatives involving Sales, Product, Engineering, and Marketing teams.
• Strong problem-solving skills with the ability to remain effective during high-pressure situations and technical challenges.
• Excellent communication skills with the ability to provide clear, transparent feedback to customers and internal stakeholders.
• Strategic mindset with the ability to identify broader customer trends and opportunities beyond individual support requests.
• Experience working with AI-powered security solutions or automation technologies is a plus.

Benefits:

• Fully remote work environment within the United States.
• Competitive compensation package with meaningful equity opportunities.
• Opportunity to work on innovative AI-powered cybersecurity solutions with significant market impact.
• Collaborative and inclusive culture focused on customer success and continuous improvement.
• High ownership role with the ability to influence product direction and customer experience strategies.
• Professional growth opportunities within a fast-growing technology company.
• Supportive environment built around transparency, practicality, excellence, and teamwork.