Customer Success Manager

Nebulock

5d • Hybrid

About The Position

Nebulock is an agentic threat hunting platform that autonomously surfaces behaviors, not just IOCs, from various data sources. Nebulock acts like a teammate: a 24/7 AI threat hunter that investigates hypotheses, reasons through telemetry, and learns from an environment. Today, threat hunting is broken. Security teams spend weeks chasing alerts, writing detections by hand, and manually validating findings often just to confirm what their existing tools already flagged. Meanwhile, attackers exploit credentials, move laterally, and operate in silence. Nebulock flips the model. We continuously and autonomously hunt across endpoint, identity, and cloud telemetry. We identify the subtle behavioral signals that point to credential misuse, lateral movement, insider threats, and post-access activity. Then we turn those hunts into hardened, behavior-based detections automatically.

We are seeking a high-energy, proactive Customer Success Manager to join our growing, fast-paced cybersecurity company. In this role, you will be the primary advocate for our clients, ensuring they realize maximum value from our threat hunting platform. You will serve as the central hub connecting our customers to our internal teams, thriving in a dynamic culture where managing multiple duties and prioritizing on the fly is second nature.

This is a remote-friendly role with a strong preference for candidates located on the East Coast to facilitate easier collaboration with our primary client base and headquarters. Please note that this role requires a hands-on approach, bridging the gap between remote support and face-to-face partnership.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role, with a strong background working in the cybersecurity or InfoSec industry.
• Willingness and ability to travel up to 25% of the time for in-person client meetings, onsite onboarding, and industry events.
• A proven track record of creating, documenting, and implementing effective customer onboarding and support frameworks in a fast-growing SaaS environment.
• Hands-on experience and a high comfort level using modern AI tools (ChatGPT, Claude, Gemini, etc.) to enhance productivity and creatively solve operational challenges.
• Exceptional verbal and written communication skills, with the ability to translate complex cybersecurity concepts for non-technical stakeholders and vice versa.
• Ability to work East Coast hours (EST/EDT) to align with our core internal teams and customer geographic density.

Nice To Haves

• Startup Enthusiast: You are passionate about working in a fast-paced, high-growth startup culture and thrive in an environment where you can build from the ground up.
• Motivated Problem Solver: You are naturally curious and driven to untangle complex issues, finding innovative solutions for our customers and internal processes.
• Independent & Collaborative: You are a self-starter who excels when working autonomously, yet you know exactly when and how to partner effectively with your team members to get things done.
• Proactive & Growth-Oriented: You believe in continuous improvement. You readily provide and accept constructive feedback, always looking for ways to elevate the team, refine our operations, and raise the bar.

Responsibilities

• Travel to customer sites (up to 25% of the time) to lead in-person Strategic Business Reviews, facilitate deep-dive security workshops, and foster high-trust relationships with key stakeholders.
• Take ownership of the customer journey by actively designing, building, and iterating on scalable onboarding workflows and customer support processes from the ground up.
• Leverage Generative AI tools (such as ChatGPT, Claude, or Gemini) to optimize daily workflows, draft support documentation, streamline customer communications, and scale our success initiatives.
• Act as the internal quarterback, seamlessly partnering with Engineering, Marketing, Product, and Sales to deliver a unified, top-tier customer experience.
• Serve as the "Voice of the Customer." Synthesize user feedback, translate complex cybersecurity needs into technical requirements, and partner with Product and Engineering to prioritize feature requests and escalate critical security issues.
• Collaborate with the Sales team to ensure smooth post-sale handoffs, align on customer security goals, identify expansion opportunities, and drive high retention rates.
• Work closely with the Marketing team to identify power users, cultivate brand advocates, and source compelling stories for case studies and testimonials.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible PTO and a remote work environment built on trust.
• Comprehensive health, dental, and vision insurance.
• A collaborative, agile culture that values transparency, cross-departmental teamwork, and continuous learning.
• The opportunity to be a foundational member of the CS team, shaping how we support and protect our clients.

What This Job Offers

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