Customer Success Manager

Job Summary

To support the development of a new scale customer success model, the full-time remote Customer Success Manager will design, execute, and improve customer interactions while owning specific programs and processes within the model.

Key responsibilities

• Design and continuously improve playbook-driven customer interactions, including onboarding, health checks, and renewals
• Own specific motions or programs within the scale model, from design through execution and measurement
• Identify patterns in customer interactions to drive process improvements and enhance the scale function

Required qualifications

• 2+ years of customer success, account management, or customer-facing experience
• At least 2 years in the security industry, including operations or incident response
• Experience in a scale, scaled, or digital customer success model is strongly preferred
• Proven experience designing or significantly improving customer-facing processes or playbooks
• Solid security domain fluency in areas such as MDR, EDR, and cloud security