Sr. Customer Success Manager

SpecterOps is expanding its Customer Success organization and hiring two Sr. Customer Success Managers to establish a new standard for partnership across our enterprise customer base. You’ll own the executive-level relationship for some of the world’s most sophisticated security organizations; helping them realize measurable gains in Identity Attack Path Management (APM) maturity through our BloodHound Enterprise platform and services portfolio.  

This role is about strategy, trust, and orchestration. You’ll connect the dots between technical delivery and executive value, working across TAMs, Project Managers, Renewals, Services, and Product to unify the customer experience. Retention is the north star; expansion is earned through proven outcomes and credibility.  

Salary: base salary annually, commensurate with experience.       

• OTE: $125,000 - $165,000              

Location: This position is remote, based in the U.S. with optional travel quarterly for in person company events and other ad hoc meetings     

• Candidate must be authorized to work and reside in the United States; we currently do not sponsor immigration visas 

Responsibilities  

Executive Relationship & Value Management  

• Serve as the primary relationship owner for executive sponsors (ES) and economic buyers (EB) across customer departments. 
• Maintain consistent, structured communication that links SpecterOps activity to product and services that measure business outcomes. 
• Translate technical progress into ROI and maturity stories that resonate with CISOs, security leadership, and program managers. 
• Lead Executive Business Reviews (EBRs/QBRs) showcase security posture improvements and measurable maturity progression. 

Customer Success Planning & Governance  

• Build and maintain unified success plans spanning both software and services engagements. 
• Partner with TAMs and Project Managers to track adoption, service delivery, and onboarding milestones to ensure executive sponsors have visibility into progress. 
• Identify renewal or relationship risks early; coordinate with the Renewals team to mitigate them through value reinforcement, executive re-alignment, and proactive engagement. 
• Act as the quarterback during key lifecycle milestones to drive alignment between customer stakeholders and internal teams. 

Stakeholder Mapping & Risk Planning  

• Maintain a living, accurate stakeholder map across all departments using SpecterOps. 
• Track executive, champion, and influencer relationships; identify coverage gaps and build new executive connections. 
• Develop structured risk-mitigation plans that surface early-warning indicators and outline clear playbooks for resolution. 

Health, Retention & Maturity Measurement (tentative / evolving)  

• Partner with the Renewals and Analytics teams to interpret account health using telemetry, engagement data, and sentiment signals. 
• Contribute to the next evolution of the health model—linking usage, engagement, and Identity APM maturity metrics to customer outcomes. 
• Deliver concise, executive-ready ROI and maturity reports that demonstrate progress over time. 

Expansion Enablement & Advocacy  

• Understand the full SpecterOps product and services portfolio to position value naturally in executive conversations. 
• Identify logical expansion opportunities. New modules, services, or training that align with documented customer goals. 
• Capture referenceable outcomes and advocates (case studies, testimonials, speaking opportunities) to support SpecterOps’ growth flywheel.