[Hiring] Customer Success Manager @HiddenLayer

Role Description

You'll be the go-to person for a portfolio of enterprise accounts, making sure every customer feels supported, informed, and set up for success. You'll keep things moving after calls, stay close to how each account is doing, and give the rest of the team a clear view of where things stand. The CSMs who thrive here are the ones who like to get ahead of things and bring a thoughtful, organized energy to everything they do.

What You’ll Do

• Customer Communication & Coordination
  • Manage ongoing communication across your portfolio: regular check-ins, status updates, and account emails.
  • Join customer calls, take notes, keep things on track, and make sure every action item is captured and assigned.
  • Own all follow-up after calls; track who owns what internally and make sure things actually get done.
  • Handle scheduling coordination so the rest of the team doesn't have to.
• Internal Operations
  • Keep Jira tickets current, correctly labeled, and moving.
  • Maintain accurate health notes and scores so the team always has a real view of account status.
  • Proactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalation.
• Cross-Functional Collaboration
  • Work alongside the Solution Architect team during onboarding. The SA handles technical setup; you own the customer relationship and make sure nothing gets lost in the transition from Sales.
  • Partner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolved.
  • Keep Account Directors informed ahead of renewals, flag at-risk accounts early, and surface upsell opportunities for them to run with. Be the source of truth on day-to-day account context.
• Onboarding & Adoption
  • Help new customers see value quickly. Onboarding doesn't end when the contract is signed.
  • Monitor product adoption and flag low engagement before it becomes a problem.
  • Own customer communication during escalations.

Qualifications

• 5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company.
• Experience managing enterprise accounts across technical and executive stakeholders.
• Exceptionally organized, with a track record of keeping follow-ups and action items from slipping.
• Strong written and verbal communication skills; clear customer emails, productive calls, clean internal handoffs.
• Proactive, you stay ahead of accounts rather than waiting for customers to come to you.
• Familiarity with tools like Jira or Salesforce is a plus.
• Background in cybersecurity or AI/ML is a plus, but not required.

Benefits

• Fully Remote: We are a completely remote global team with a generous stipend for your home office setup, annual upgrades, and a monthly stipend for internet/phone expenses.
• Comprehensive Health & Wellness Benefits: Better than your average startup healthcare benefits with five options to choose from, fully subsidized by HiddenLayer, including vision, dental, and 401k offerings.
• Flexible Time Off: Unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
• Commitment to Learning and Development: Support for personal growth and education through a dedicated L&D fund for training, conferences, certifications, and industry events.
• Diversity, Equity, and Inclusion: Commitment to building a diverse team and being an equal opportunity employer.