Customer Success Manager

Swimlane

143d•$120,000 - $130,000•Remote

About The Position

As a Customer Success Manager at Swimlane, you will own the post-sale experience for a portfolio of enterprise customers, driving retention, expansion, and product adoption. You’ll act as a trusted advisor to security leaders, using AI-driven insights, CRM systems, and customer success platforms to proactively manage risk, deliver value, and scale impact. You will work cross-functionally with Sales, Product, Support, and Operations, and serve as a key voice of the customer within the organization.

Requirements

5+ years in enterprise B2B software roles; 3+ years in Customer Success managing large customers
Experience working with complex, technical products; cybersecurity experience preferred
Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero)
Comfort using product usage analytics, dashboards, and customer health metrics
Strong analytical, communication, and executive-facing skills
Ability to thrive in a fast-paced SaaS environment
Candidates must currently reside in the United States to be eligible.

Nice To Haves

Experience using AI copilots, automation, or predictive analytics in Customer Success
Background in high-growth SaaS or cybersecurity environments
Experience in SecOps environments
Demonstration / Experience in previous technical roles (major +)

Responsibilities

Own customer health, satisfaction, and net revenue retention targets
Drive adoption and value realization using product usage data, health scores, and predictive risk signals
Identify and mitigate churn risk through proactive, cross-functional action plans
Build strong relationships with executive sponsors and day-to-day users
Lead strategic customer reviews using clear, data-backed insights
Partner with Sales on renewals, expansions, and growth opportunities
Manage sales-to-delivery transitions and support new product rollouts
Track and escalate priority support issues while managing customer expectations
Maintain accurate customer data and success plans in CRM and Customer Success platforms
Improve CS processes through automation and AI-enabled workflows