Customer Success Manager

Claroty • New York, NY

13d • Remote

About The Position

Claroty is seeking a Customer Success Manager to serve as the primary point of contact and trusted advisor for top-tier customers. The role builds relationships with stakeholders at all levels, including senior executives, and helps customers successfully adopt Claroty’s cyber-physical systems protection platform. The Customer Success Manager uses strong product fluency and an understanding of customer business needs to guide customers through complex challenges and align product value with their goals.

As the central coordinator of the customer experience, this role ensures customer issues are clearly defined, routed to the appropriate teams, and driven toward timely resolution with clear ownership and accountability. The Customer Success Manager orchestrates cross-functional teams to deliver customer value, support retention and long-term success, and maintain stakeholder accountability, particularly during critical situations. The role also uses AI platforms to monitor customer health and playbooks, prepare executive summaries, and automate back-office workflows so more time can be spent on strategic account growth.

Claroty is a global cybersecurity company focused on protecting cyber-physical systems and critical infrastructure. Its platform provides visibility and protection through solutions for asset inventory, exposure management, network protection, secure access, and threat detection. Claroty is headquartered in New York City and operates across Europe, Asia-Pacific, and Latin America. The expected compensation range is $130,000–$145,000; this estimate excludes equity, bonus, and other forms of payment.

Requirements

• At least 4 years of experience as a Customer Success Manager or Technical Account Manager in a fast-growing B2B SaaS organization.
• Experience managing large, complex customer accounts.
• Ability to quickly learn complex products and operate at a power-user level.
• Ability to work effectively in ambiguous and fast-changing environments.
• Excellent discovery and problem-framing skills, including the ability to ask appropriate questions and identify core issues.
• Strong ability to influence and build trust with stakeholders at all levels, supported by communication, social, and presentation skills.
• Strong understanding of networking standards and protocols, including TCP/IP, routing, switching, DNS, DHCP, and segmentation principles.
• Solid understanding of cybersecurity principles and secure network architecture.
• Familiarity or experience in cybersecurity areas such as Endpoint, SOAR, and SIEM.
• Ability to leverage AI platforms such as Staircase AI and Gemini for customer-health monitoring, executive summaries, and workflow automation.

Nice To Haves

• Experience with Operational Technology (OT) environments and industrial networks.

Responsibilities

• Serve as the primary point of contact and trusted advisor for executive stakeholders, aligning their business goals with product value.
• Guide customers through onboarding and adoption, leading proactive product enablement to support time-to-value and measurable business outcomes.
• Monitor usage data and customer health indicators to address risks proactively and identify expansion opportunities.
• Synthesize customer needs into actionable insights for Product and Sales to help influence the roadmap.
• Lead complex escalation workflows and align internal stakeholders to maintain momentum and resolve high-stakes challenges.
• Coordinate internal teams to ensure customer issues are clearly defined, properly routed, and driven to timely resolution with clear ownership and accountability.
• Orchestrate cross-functional teams to deliver customer value, retention, and long-term success.
• Take ownership beyond defined responsibilities when required to ensure customer success.
• Use AI platforms such as Staircase AI and Gemini to monitor customer health metrics and playbooks, generate executive summaries, and automate back-office workflows.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed