Senior Customer Success Manager - West Coast

Role overview

Own post-sale success for a portfolio of large enterprise customers using a cybersecurity platform. As a strategic partner, you’ll connect customer goals to measurable outcomes, guide adoption, coordinate issue resolution, and help secure renewals and account growth.

Responsibilities

- Build trusted relationships with customer stakeholders and align platform use with their business priorities. - Develop success plans that support adoption, value realization, and measurable return on investment. - Monitor account health, identify risks and expansion opportunities, and coordinate plans to address them. - Lead escalations across internal teams, maintaining customer confidence while driving timely resolution. - Run structured business reviews that demonstrate results, align decision-makers, and support renewals. - Work with Sales, Product, Marketing, and Support; bring customer feedback to internal teams to inform product and operational improvements.

Requirements

- Five or more years in customer success management. - Strong business judgment and ability to connect customer goals with measurable outcomes. - Skill in analyzing complex challenges, forming clear action plans, and coordinating execution across customer and internal teams. - Confidence engaging senior stakeholders, communicating insights, and building trust in complex account environments. - Strong organization, prioritization, and data-driven problem solving in a changing environment.

Nice to have

- Experience in cybersecurity or SaaS. - Experience supporting enterprise customers and identifying value-based expansion opportunities.

Benefits and work setup

- Fully remote, for candidates based in the United States; includes a $500 home-office setup stipend. - Medical, dental, and vision coverage; professional development; paid parental leave; 27 days of paid time off plus 12 national holidays; and 401(k) eligibility with matching.