Customer Success Manager

Responsibilities

• Help design, execute and continuously improve playbook-driven customer interactions across the scale segment
• Own specific motions or programs within the model, from design through execution and measurement
• Exercise judgment on edge cases and distinguish between playbook fits and creative solutions
• Design and lead one-to-many customer engagements such as webinars and digital campaigns
• Identify patterns in customer interactions to drive process improvements
• Maintain technical credibility regarding security operations and integration patterns
• Provide coaching and guidance to associate-level team members
• Contribute to the design of the scale operating model, including automation workflows and measurement frameworks

Requirements

• 2+ years of customer success, account management, or customer-facing experience
• At least 2 years in the security industry (operations, products, consulting, GRC, or incident response)
• Experience in a scale, scaled, or digital CS model is strongly preferred
• Experience designing or improving customer-facing processes or playbooks
• Comfort with high-volume, queue-based work and frequent context-switching
• Excellent written communication skills
• Solid security domain fluency in MDR, EDR, SIEM, NDR, and cloud security
• Familiarity with CS platforms, ticketing systems, and automation tools

Benefits

• Unlimited PTO
• Work location flexibility
• Up to 24 weeks of parental leave
• Excellent health benefits
• Equity eligibility