Customer Success Manager, Commercial

Role overview As a post-sales partner for commercial customers, you will guide technical onboarding, implementation, and ongoing product adoption. The role combines relationship management with security-focused product guidance, helping customers reach their goals while coordinating support across internal teams.

Responsibilities - Plan and lead customer onboarding with technical and business stakeholders, clarifying goals and turning them into practical implementation plans. - Build relationships across customer organizations, from technical practitioners to security executives, and work with sales colleagues on renewals, growth, and churn risks. - Help customers learn product capabilities, sound practices, and relevant security principles. - Develop hands-on product expertise and keep current with new features and industry practices to help customers improve their use of the service. - Represent customer needs to product, engineering, sales, and other internal groups, and coordinate with support teams to resolve issues promptly. - Take ownership of customer outcomes, using sound judgment to manage escalations and resolve risks or conflicts.

Requirements - At least two years in a customer-facing role involving technical and business teams, such as customer success, professional services, technical account management, solutions engineering, sales, or technical support. - Knowledge of one or more areas such as software supply chain security, DevSecOps, application security, containers, security infrastructure, compliance, vulnerability management, or the software development lifecycle. - Ability to manage a portfolio proactively and work independently, including making decisions about customer escalations and coordinating action across teams. - Entrepreneurial approach, including comfort improving existing processes or creating new ones to serve customers. - Strong emotional intelligence, prioritization, collaboration, and commitment to continued professional development.

Nice to have - Experience at an early-stage startup, enthusiasm for technology and cybersecurity, or hands-on experience with cloud platforms, containers, Linux, or the security domains listed above.

Benefits and work setup - Remote-first work with team meetups, twice-yearly destination gatherings, and a monthly allowance for coworking, phone, and internet costs. - Base salary up to $125,000 plus bonus; stock options are offered, with an extended exercise period and possible participation in secondary offerings. - Health, dental, and vision premiums covered for employees and dependents; flexible time off and paid parental leave are also offered.