Full-Time Manager of Customer Success

Who We Are:HiddenLayer protects the world’s most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first-hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent-pending, productized solution to support organizations in accelerating their adoption of AI securely. Our dedication to innovation has been recognized by prestigious awards such as RSA’s Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC’s Most Promising Early-Stage Start-up.

What You’ll Do:As the Manager of Customer Success, you will be responsible for designing and optimizing the people, processes, and tools that drive successful customer experiences. You will work closely with Go to Market, Professional Services, Product, and Engineering leadership to ensure a seamless customer journey, aligning customer needs with product development, and driving both retention and expansion opportunities. This role requires a strategic thinker who can roll up their sleeves and execute, someone who thrives in a fast-paced startup environment and enjoys supporting the customer base while building scalable processes from the ground up.

• Develop & Execute Customer Success Strategy - Design and implement scalable strategies to improve customer onboarding, adoption, engagement, and retention.
• Collaborate with leadership from Go to Market, Professional Services, Product, and Engineering to ensure a seamless customer experience and influence product roadmap decisions.
• Build and maintain strong relationships with key customers, ensuring their success and acting as their trusted advisor.
• Capture and communicate customer feedback to drive continuous product and service improvements.
• Manage and optimize our customer portal, ticketing system(s), and knowledge base.
• Evaluate and recommend new tools that enhance customer experience.
• Establish and maintain data governance and hygiene processes to ensure data accuracy and integrity.
• Establish key performance metrics for customer health, satisfaction, and revenue impact, using data to refine customer success strategies.
• Recruit, mentor, and develop a high-performing Customer Success team, fostering a culture of customer-centricity.

Who You Are:

• 5-7 years of experience in Customer Success, Account Management, Technical Account Management, or a related field, with at least 3 years in a leadership role, preferably within cybersecurity, SaaS, or related enterprise technology.
• Ability to design, implement, and scale customer success initiatives while solving complex customer challenges.
• Executive presence with the ability to engage and influence customers, partners, and internal stakeholders.
• Experience leveraging customer success platforms and analyzing key metrics to drive decision making.
• Proven experience hiring, mentoring, and developing customer success teams in a fast-paced environment.
• Bonus Points: Experience scaling Customer Success at a Series A/B startup. Experience in pre-sales, post-sales, or technical account management. Certifications in Cybersecurity, Customer Success, or similar. Experience with US Federal customers.

What is the last date for applying to the job?

Which countries are accepted for this remote job?