Customer Success Manager

Bolster Inc.•Santa Clara, CA

56d•$100,000 - $160,000

About The Position

The Customer Success Manager (CSM) at Bolster plays a key role in guiding our customers - from mid-market organizations to large enterprises - through every stage of their journey, ensuring measurable outcomes and long-term value realization. We're growing rapidly and transitioning from a start-up to a scale-up phase - the opportunities for impact are endless. If you're someone who thrives in a fast-paced, omnichannel environment, enjoys being both a strategic advisor and hands-on problem solver, and has a natural curiosity about how things work, this role is for you. Experience working with CISO, Fraud, and Security Operations teams, and comfort engaging with both technical and business stakeholders, is preferred.

Requirements

4+ years of experience in Customer Success, Account Management, or Strategic Consulting, ideally in enterprise SaaS or security technology.
Demonstrated success managing enterprise and mid-market customers with complex technical use cases.
Curious, proactive, and resourceful - you don't wait for answers; you seek them out and share what you learn.
Comfortable acting as a first responder to customer questions or issues; you know when to solve independently and when to escalate.
Strong ability to multi-task and prioritize in an omnichannel, fast-moving environment.
Excellent communication and storytelling skills - able to translate technical concepts into business outcomes.
Strong interpersonal skills and experience building trust-based, long-term customer relationships.
Track record of operating with outcome-based thinking - focusing on measurable success for both the customer and the business.

Nice To Haves

Experience with tools like Salesforce, Gainsight, Zendesk, or other CS engagement platforms.
Exposure to fraud prevention, phishing, or brand protection technologies.
Experience engaging technical users through community or forum environments.

Responsibilities

Drive value realization by aligning Bolster's solutions with customer outcomes - continuously uncovering use cases and opportunities to expand adoption.
Own a portfolio of enterprise and mid-market customers, ensuring success across varied business needs and engagement styles.
Serve as a trusted advisor - leading Executive Business Reviews, sharing best practices, and ensuring customers gain measurable value from Bolster.
Act as a first line of support for key accounts, triaging issues, guiding troubleshooting, and collaborating with Engineering and Support to ensure rapid resolution.
Communicate across channels (Slack, Zoom, email, ticketing, and community forums) while balancing multiple customer priorities with poise.
Collaborate cross-functionally with Sales, Product, Engineering, and Marketing to deliver a seamless customer experience.
Identify patterns and insights across your customer base - surfacing common challenges, feature requests, and success stories to inform product development.
Contribute to scalable success by crafting playbooks, templates, and customer-facing resources.
Champion adoption, expansion, and renewal, driving customer satisfaction and growth across your book of business.