Customer Success Manager

Claroty • New York, NY

14d • $130,000 - $145,000 • 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 learns customers’ business needs, guides them through complex challenges, and coordinates internal teams so customer issues are clearly defined, routed appropriately, and resolved with timely ownership and accountability. The position orchestrates cross-functional teams to deliver customer value, retention, and long-term success, particularly during critical situations.

The role guides onboarding and adoption, proactively enables customers, tracks product usage and health indicators, and identifies risks and expansion opportunities. It also translates customer needs into actionable insights for Product and Sales, leads complex escalations, and uses AI platforms such as Staircase AI and Gemini to monitor health metrics and playbooks, prepare executive summaries, and automate workflows. The expected compensation is $130,000–$145,000, excluding equity, bonus, and other forms of payment; actual pay depends on experience, and applicants outside the stated range are welcome.

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.
• Strong discovery and problem-framing skills, including the ability to ask effective questions and identify core issues.
• Strong communication, social, and presentation skills, with the ability to influence and build trust with stakeholders at all levels.
• 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 is a strong advantage.

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 identify risks early and spot expansion opportunities.
• Coordinate the customer experience across internal teams and ensure issues have clear ownership and accountability through resolution.
• Synthesize customer needs into actionable insights for Product and Sales to help influence the roadmap.
• Lead complex escalation workflows and align internal stakeholders to resolve high-stakes challenges.
• Take ownership beyond defined responsibilities when needed 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