Associate Customer Success 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 an experienced Associate Customer Success Manager to join our team! The ideal candidate is customer-focused, detail-oriented, and passionate about delivering exceptional service. With strong communication and organizational skills, you will guide customers through their post-sales journey, ensuring they achieve their desired outcomes and receive ongoing value from our solutions. 

What You Will Be Doing?

• Delivering Customer Value: Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle. Build strong relationships by understanding customer needs and showcasing success stories. 
• Customer Engagement: Conduct regular reviews, including Quarterly Business Reviews (QBRs), to highlight measurable results, ROI, and alignment with customer objectives. Maintain proactive communication to address customer challenges and identify areas for improvement. 
• Risk Management: Monitor customer satisfaction and identify potential risks to their success. Implement strategies to mitigate risks and resolve escalations effectively. 
• Cross-Functional Collaboration: Partner with internal teams, such as Product, Marketing, and Security Operations, to incorporate customer feedback and improve service offerings. Support process improvements and share best practices to enhance the overall customer experience. 
• Special Projects: Participate in initiatives that improve team efficiency and contribute to knowledge-sharing across the organization. 

What You Will Bring?

 Required Qualifications: 

• 2+ years of experience in customer success, account management, or a related role.
• Proven ability to manage multiple customer accounts with a focus on retention and measurable outcomes. 
• Strong communication and presentation skills, both written and verbal. 
• Experience with customer success tools like Gainsight or Salesforce. 
• Problem-solving and project management skills with a proactive approach to customer challenges. 
• Ability to collaborate across teams and escalate issues effectively when necessary. 

Desired Qualifications:

• Experience in a similar role within the cybersecurity, SaaS, or technology industries. 

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously. 

  

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking. 

  

Our workplace in Plano, TX offers open offices, collabo