[Hiring] Senior Customer Success Manager @Critical Start

Role Description

We are seeking a Senior Customer Success Manager to join our team! This role is ideal for someone who is passionate about delivering meaningful security outcomes, managing service delivery goals, and creating clear value for customers. If you thrive in a fast-paced environment, bring strong attention to detail, and communicate with clarity and confidence, you’ll excel here. You’ll lead customers through the post-sales journey, proactively identify risks, and drive measurable success at every stage.

What You Will Be Doing?

• Delivering Value and Outcomes: Collaborate with customers to help them achieve their security goals, demonstrating the measurable value of Critical Start’s solutions throughout the customer lifecycle.
• Customer Advocacy and Champions: Build strong relationships that turn customers into advocates, showcasing their success stories and highlighting the impact of our solutions.
• Service Governance: Lead and deliver Quarterly Business Reviews (QBRs), annual reviews, and executive-level engagements that emphasize ROI, measurable results, and alignment with strategic objectives.
• Proactive Risk Management: Identify potential risks to customer success, implement mitigation strategies, and manage escalations effectively to ensure positive outcomes.
• Special Projects: Drive cross-functional initiatives that strengthen the Customer Success team, including process improvements, knowledge sharing, and implementation of best practices.
• Mentorship: Support the growth of team members through coaching, guidance, and leadership, helping elevate skills and overall team performance.
• Team Representation: Act as a voice for the Customer Success team in internal and external forums, advocating for customer needs and team priorities in cross-departmental initiatives.
• Cross-Functional Collaboration: Partner with Product, Marketing, and Security Operations teams to close the customer feedback loop and enhance the quality and impact of our services.

Qualifications

• 5+ years of experience in customer success, account management, or related client-facing roles.
• Experience in cybersecurity, SaaS, or technology industries is highly preferred.
• Proven experience supporting enterprise and strategic accounts, with a focus on retention, expansion, and driving measurable customer outcomes.
• Exceptional written and verbal communication and presentation skills.
• Proficiency with customer success and CRM platforms (e.g., Gainsight, Salesforce) to enable reporting, automation, and insights.
• Strong problem-solving, project management, and proactive decision-making skills to address customer challenges.
• Ability to collaborate effectively across departments and escalate issues when necessary, ensuring customer success.

Benefits

• Competitive salary with bonus potential.
• Comprehensive health benefits with generous employer contributions for medical, dental, and vision.
• Additional Ancillary Benefits offered at 100% employee contribution.
• Unlimited PTO (Paid Time Off) policy.
• Paid Parental and Military Leave.
• Dental and Vision Plan.
• Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage.
• Additional Voluntary Life Insurance coverage.
• 401(k) Plan with Matching Program.
• Mines Employee Assistance Program.
• Monthly Wellness Initiatives.
• Optional Pet Benefits Discount Plan.

Application Deadline

The application deadline for this position is May 31, 2026.

How to Apply

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/