Customer Success Manager
New
H
HiddenLayerCybersecurity AI
We are a completely remote global team.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- CybersecuritySalesforceJiraStakeholder managementCustomer Success
Requirements
- 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 tracking follow-ups and action items.
- Strong written and verbal communication skills for emails, calls, and internal handoffs.
- Proactive mindset with the ability to anticipate account needs.
- Familiarity with Jira (plus).
- Familiarity with Salesforce (plus).
- Background in cybersecurity or AI/ML (plus).
Responsibilities
- Manage ongoing communication across portfolio including regular check-ins and account status updates.
- Coordinate customer calls, document action items, and ensure internal follow-through.
- Maintain Jira tickets and account health scores to provide accurate visibility to internal teams.
- Partner with Solution Architects during onboarding and Technical Support Engineering on issue resolution.
- Keep Account Directors updated on renewals, at-risk accounts, and potential upsell opportunities.
- Monitor product adoption and proactively manage escalation communications.
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