Sr. Customer Success Manager

Who We Are

Ready to make a real impact in cybersecurity? At Critical Start, we're not just protecting organizations; we're redefining how it's done. We're a team united by an inspiring purpose: to stop breaches, simplify security, and shape the future of cyber defense. If you're passionate about cutting-edge technology, thrive in a collaborative environment, and want your work to truly matter, you've found your home. 

  

We deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT. This means we cut through the noise, investigate real threats, and take trusted, SLA-backed action—all powered by the brightest minds and the latest AI. Since 2012, we've been helping organizations outpace evolving attacks with faster response, fewer escalations, and measurable risk reduction. 

  

Innovation isn't just a buzzword here; it's our DNA. We pioneered the first MOBILESOC app for on-the-go detection and response, infused AI into automated alert resolution to eliminate noise, and slashed investigation time by an astounding 99.3%. We're transforming how security teams work, and you could be a part of it. From AI-assisted triage to analyst copilots that elevate human expertise, we combine machine intelligence with human judgment to deliver outcomes our customer’s trust. 

  

If you're looking for a high-trust, high-impact team where your ideas are amplified by AI and valued by colleagues and customers alike, Critical Start is the place for you. Come build the future of cybersecurity with us. 

  

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

Who You Are

We are seeking a Senior Customer Success Manager to join our team! This role is ideal for someone who is passionate about delivering meaningful security outcomes, managing service delivery goals, and creating clear value for customers. If you thrive in a fast-paced environment, bring strong attention to detail, and communicate with clarity and confidence, you’ll excel here. You’ll lead customers through the post-sales journey, proactively identify risks, and drive measurable success at every stage.

What You Will Be Doing?

Delivering Value and Outcomes: Collaborate with customers to help them achieve their security goals, demonstrating the measurable value of Critical Start’s solutions throughout the customer lifecycle.

Customer Advocacy and Champions: Build strong relationships that turn customers into advocates, showcasing their success stories and highlighting the impact of our solutions.

Service Governance: Lead and deliver Quarterly Business Reviews (QBRs), annual reviews, and executive-level engagements that emphasize ROI, measurable results, and alignment with strategic objectives.

Proactive Risk Management: Identify potential risks to customer success, implement mitigation strategies, and manage escalations effectively to ensure positive outcomes.

Special Projects: Drive cross-functional initiatives that strengthen the Customer Success team, including process improvements, knowledge sharing, and implementation of best practices.

Mentorship: Support the growth of team members through coaching, guidance, and leadership, helping elevate skills and overall team performance.

Team Representation: Act as a voice for the Customer Success team in internal and external forums, advocating for customer needs and team priorities in cross-departmental initiatives.

Cross-Functional Collaboration: Partner with Product, Marketing, and Security Operations teams to close the customer feedback loop and enhance the quality and impact of our services.

What You Will Bring?

Required Qualifications:

• 5+ years of experience in customer success, account management, or related client-facing roles.

• Experience in cybersecurity, SaaS, or technology industries is highly preferred.

• Proven experience supporting enterprise and strategic accounts, with a focus on retention, expansion, and driving measurable customer outcomes.

• Exceptional written and verbal communication and presentation skills.

• Proficiency with customer success and CRM platforms (e.g., Gainsight, Salesforce) to enable reporting, automation, and insights.

• Strong problem-solving, project management, and proactive decision-making skills to address customer challenges.

• Ability to collaborate effectively across departments and escalate issues when necessary, ensuring customer success.

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work