Sr. Project Manager

Who We Are

At Critical Start, we’re on a mission to make everyone a valued member of a winning team, united by an inspiring purpose: shaping the future of cybersecurity. Since 2012, we’ve been dedicated to safeguarding organizations from cyberattacks, preparing for evolving threats, and earning recognition for our innovative contributions to the industry.

 

We thrive in an agile, collaborative environment that fosters creativity and action. At Critical Start, innovation drives everything we do. We pioneered the first MOBILESOC app for on-the-go threat detection and response, automated alert resolutions to maximize efficiency, and cut alert investigation time by 99.3% - transforming the way cybersecurity teams work. Our team and customers genuinely value the impact we make every day.

 

Everything we do is grounded in our three core principles:

• Do what’s best for our customers.
• Do what’s best for our team members.
• Don’t do things that suck.

Want to hear more from our team? Watch this video to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.

 

What can we offer you?

• A chance to make an impact every day—whether protecting customers or contributing to a greater mission.
• Collaboration with talented, supportive teammates who value accountability and growth.
• A commitment to continuous improvement, striving for excellence, and breaking past mediocrity.
• A culture of learning, innovation, and inclusivity, where every idea matters.
• Recognition for being at the forefront of the industry—we’ve received accolades that prove we’re doing something right.
• A supportive environment where you belong and your contributions truly matter, as one team member put it: “Every day presents new challenges and opportunities for growth, and the culture is unlike any other.

Who You Are

We are looking for a Sr. Project Manager to ensure successful security outcomes and provide a premium onboarding experience. The ideal candidate would be detail-oriented and experienced in guiding customers through the Onboarding and Implementation phase of the lifecycle journey. Ideally, this person will have a strong background in managing service delivery objectives, monthly reporting, churn risk mitigation, as well as excellent presentation and communication skills (both written and verbal). They should also possess problem-solving abilities and the skill to collaborate effectively with various stakeholders without overcommitting resources, ensuring on-time completion of the most complex project deliverables. This is a remote position open to candidates within the U.S.

What You Will Be Doing?

• Accountable/Responsible for managing the governance of the onboarding experience that enables customers to successfully adopt Critical Start products and services. 
• Define, build, and maintain onboarding project plans to ensure timely achievement of value delivered from Critical Start services. 
• Engage appropriate internal resources to address product scope, onboarding, and service enablement projects for large-scale customer deployments. 
• Take an advocate role in coordinating and resolving customer escalations raised during the onboarding process. 
• Develop clear and concise communication for the enterprise-class customer base, showcasing project timelines, deliverables, value outcomes, and key project KPIs. 
• Work closely with sales and Customer Success to mitigate customer risk. 
• Collaborate with Sales to identify upgrade opportunities, as necessary. 
• Identify and nurture customer reference contacts as new enterprise projects reach completion. 
• Collaborate with R&D, Development, and Product teams to gather product feedback, feature requests, and enhancements, closing the feedback loop. 
• Manage contractor resources required to increase expertise for larger volume deployment projects within the strategic enterprise customer base. 

What You Will Bring?

Required Qualifications: 

• 5+ years of experience in customer support, customer success, or account management with a focus on SaaS, Cloud, or Security providers (MSP/MSSP). 
• 5+ years of direct customer management experience with responsibility for customer onboarding. 
• Experience in driving effective communication, enablement, conflict resolution, problem-solving, and project management. 
• Excellent writing and verbal skills, as this role heavily relies on effective communication. 
• Eagerness to solve problems collaboratively and efficiently, without overcomplicating processes. 
• 3+ years of experience using Gainsight, Salesforce, or other Customer Success Management (CSM)