Senior Customer Success Manager
Core
Define and shape customer onboarding and support processes from the ground up, acting as the first line of defense for clients to ensure immediate and lasting value from the cybersecurity platform.
Role type
Senior Customer Success Manager (Implementation & Support)
Builds
Customer onboarding workflows, support processes, and implementation strategies for a cybersecurity platform protecting against AI-powered attacks.
Domain
Cybersecurity / AI Security / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer implementation, onboarding management, technical troubleshooting, incident response, cross-functional collaboration, product feedback synthesis, stakeholder partnership
Preferred skills
Startup environment adaptability, rapid learning, growth mindset
Technologies
N/A
Responsibilities
Own all aspects of customer implementation, onboarding, and support; Conduct kick-off calls to ensure successful setup; Act as the first responder for customer-reported issues; Proactively monitor support channels; Collaborate with Engineering to resolve complex incidents; Partner with internal teams to improve customer experience; Act as the voice of the customer to identify feature opportunities.
Seniority
Senior, hands-on IC