Sr. 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 seeking a Sr. Customer Success Manager to join our team! The ideal candidate is passionate about delivering security outcomes, managing service delivery objectives, and providing tangible value to customers. With strong attention to detail and exceptional communication skills, you excel at leading customers through the post-sales journey, identifying risks, and driving measurable success.

What You Will Be Doing?

• Delivering Value and Outcomes: Collaborate with customers to ensure they achieve their desired security outcomes, demonstrating the value of Critical Start’s solutions throughout the customer lifecycle.
• Customer Advocacy and Champions: Drive customers to become advocates and champions for Critical Start by fostering strong relationships and showcasing their success stories.
• Service Governance: Lead and deliver Quarterly Business Reviews (QBRs), annual reviews, and executive-level engagements, highlighting ROI, measurable results, and alignment with strategic goals.
• Proactive Risk Management: Identify potential risks to customer health, implement mitigation strategies, and effectively manage escalations to resolution.
• Special Projects: Drive cross-functional special projects that benefit the broader Customer Success team, contributing to process improvements, knowledge sharing, and best practices.
• Mentorship: Mentor and guide junior team members, providing coaching, support, and leadership to elevate team performance and skills.
• Team Representation: Represent the Customer Success team in internal and external forums, serving as a voice for customer needs and the team’s priorities in cross-departmental initiatives.
• Cross-Functional Collaboration: Partner with teams across Product, Marketing, and Security Operations to close the customer feedback loop and enhance service offerings.

What You Will Bring?

Required Qualifications:

• 5+ years of experience in customer success, account management, or support roles, preferably within a cybersecurity, SaaS, or technology organization.
• Proven ability to manage a portfolio of strategic accounts, focusing on retention, expansion, and measurable customer outcomes.
• Exceptional communication and presentation skills (written and verbal).
• Expertise with customer success platforms (e.g., Gainsight, Salesforce) to drive reporting and automation.
• Strong problem-solving and project management skills with a proactive approach to customer challenges.
• Ability to collaborate across departments and effectively escalate issues when necessary.

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professi