Customer Success Manager, Scale

Role Overview

You’ll be a primary contributor to designing a scale customer success model from scratch, owning specific programs, and exercising judgment on edge cases. Your success is measured by retention outcomes, quality of execution, and built motions.

What You Will Do

Design, execute, and continuously improve playbook-driven customer interactions, own specific motions or programs, exercise judgment on edge cases, and identify patterns to improve the scale function.

Why It Might Be a Fit

You’ll be at the center of building a scale CS model, surrounded by experienced CS leadership, and connected with customers who care about their security programs.

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 significantly improving customer-facing processes or playbooks
• Strong comfort with high-volume, queue-based work and frequent context-switching
• Excellent written communication skills, clear, efficient, and adaptable across customer segments
• Judgment to distinguish between what fits the playbook, what needs creativity, and what needs escalation
• Solid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits together
• Familiarity with CS platforms, ticketing systems, and automation tools, with opinions about what works

Benefits

• Base salary range between $93,900 and $136,200 + bonus eligibility and equity
• Unlimited PTO
• Work location flexibility
• Up to 24 weeks of parental leave
• Excellent health benefits