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 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: 

• 2+ 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:

• Experience in a similar role within the cybersecurity, SaaS, or technology industries. 

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.  

   

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.  

   

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?