Customer Success Manager

Who We Are

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way. 

 

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that). 

 

Everything we do revolves around our three core principles:  

• Do what’s best for our customers.  
• Do what’s best for our employees. 

• Don’t do things that suck. 

That's basically it. 

 

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint. (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you. 

 

What can we offer you? 

• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good. 
• Abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do. 
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good? 
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment. 

• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost. 
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled. 

Who You Are

We are looking for an experienced 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: 

• 5+ 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:

• Experienc