Manager, Customer Success

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

As the Manager of Customer Success, you will lead, support, and develop a team of talented customer success professionals while driving the execution of our overall customer success strategy. In this role, you will collaborate closely with teams across the organization, including sales, marketing, and product, to align our offerings with customer needs and ensure outstanding customer experiences.

We are looking for a candidate with experience in team management, a strong ability to mitigate churn risk, and excellent communication and presentation skills. We value individuals who bring diverse perspectives and foster an inclusive environment where everyone can thrive.

What You Will Be Doing?

• Lead a diverse team of Customer Success Managers to achieve company objectives by providing support, developing and delivering inclusive training programs, and monitoring performance to ensure responsibilities and tasks are effectively fulfilled.
• Coach and mentor team members to strengthen customer relationships, identify growth opportunities, encourage participation in the customer reference program, and facilitate meaningful, high-quality business conversations with customers.
• Oversee daily operations, including data analysis, goal setting, career development, performance management, and process improvement, fostering an inclusive and supportive environment.
• Support onboarding of new Customer Success Managers, ensuring a welcoming and inclusive experience that sets them up for success.
• Act as an escalation point, providing guidance to Customer Success Managers during customer discussions and navigating escalations efficiently.
• Drive strategic initiatives by taking ownership of key Customer Success projects, optimizing and scaling processes.
• Develop and deliver communication plans that showcase our solutions' value through inclusive, human- and digital-touch campaigns tailored to diverse customer needs.
• Advocate for the voice of the customer by identifying trends, sharing actionable insights, and collaborating with internal teams to address issues.

What You Will Bring?

 Required Qualifications: 

• BA/BS degree or equivalent experience in a customer success leadership role.
• 3+ years of people management experience, including coaching, development, and performance management, overseeing a team of Customer Success Managers in a high-growth environment.
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