Customer Success Manager
About The Position
Critical Start is seeking an experienced, customer-focused Customer Success Manager to guide customers through their post-sales journey and help them achieve desired outcomes and ongoing value from the company’s cybersecurity solutions. The role builds strong customer relationships, understands customer needs, and showcases successful outcomes. It includes regular customer reviews, proactive communication, satisfaction and risk monitoring, escalation management, and collaboration with Product, Marketing, and Security Operations. The Customer Success Manager also contributes to special projects, process improvements, and knowledge-sharing initiatives. Critical Start delivers 24x7 AI-accelerated, human-validated detection, investigation, and response services across IT and OT. The company describes its work environment as dynamic, collaborative, and casual. Its Plano, Texas workplace includes open offices, collaborative meeting spaces, phone rooms, wellness rooms, and recreational games. The posting also includes the designation #LI-Remote, but does not specify the workplace type for this role.
Requirements
- At least 5 years of experience in customer success, account management, or a related role.
- Demonstrated ability to manage multiple customer accounts with a focus on retention and measurable outcomes.
- Strong written and verbal communication and presentation skills.
- Experience using customer success tools such as 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.
Nice To Haves
- Experience in a similar role in the cybersecurity, SaaS, or technology industries.
Responsibilities
- Work with customers to help them achieve their goals and realize value from Critical Start solutions throughout the customer lifecycle.
- Build strong customer relationships by understanding customer needs and sharing success stories.
- Conduct regular customer reviews, including Quarterly Business Reviews, to present measurable results and ROI and align with customer objectives.
- Communicate proactively to address customer challenges and identify areas for improvement.
- Monitor customer satisfaction and identify potential risks to customer success.
- Implement strategies to mitigate risks and resolve escalations effectively.
- Collaborate with Product, Marketing, and Security Operations to incorporate customer feedback and improve service offerings.
- Support process improvements and share best practices to enhance the customer experience.
- Participate in special projects that improve team efficiency and promote organizational knowledge-sharing.
Benefits
- Competitive salary with bonus potential.
- Comprehensive health benefits with generous employer contributions for medical, dental, and vision.
- Unlimited paid time off.
- Paid parental and military leave.
- Employer-provided life insurance, long-term disability, and short-term disability coverage.
- 401(k) plan with matching program.
- Employee Assistance Program available 24/7/365.
- Monthly wellness initiatives.
- Optional pet benefits discount plan.
- Additional voluntary life insurance coverage.
- Ancillary benefits offered at 100% employee contribution.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
