Senior Customer Success Manager (USA)

Role overview Drive customer success across the Americas for a fast-growing, fully remote open-source cybersecurity organization. The role owns the full customer lifecycle, from onboarding and adoption through renewal, while acting as a trusted advisor to enterprise and public enterprise clients using threat intelligence and adversary exposure validation tools.

Responsibilities - Own and manage the complete customer lifecycle, including onboarding, adoption, training, and renewal - Build proactive, long-term relationships with customers throughout the Americas - Identify and support upsell and cross-sell opportunities in partnership with Sales - Coordinate with internal teams to resolve customer issues quickly and effectively - Collaborate with Customer Support Engineers to ensure seamless communication and ticket resolution - Collect and share customer feedback to improve product and service quality - Track success metrics and use data to inform customer strategy and engagement

Requirements - 3+ years of experience in Customer Success, Account Management, or a similar client-facing role within SaaS or technology - Based in the United States with experience supporting national and regional customers - Strong technical aptitude and willingness to learn proprietary platforms such as OpenCTI, XTMOne, and OpenAEV - Excellent communication skills - Comfort working in a remote, async-first culture - Experience with CRM or CSM tools, customer journey tracking, and success metrics - Fluency in English

Nice to have - Familiarity with the cybersecurity sector, especially threat intelligence or adversary exposure validation

Benefits and work setup - Competitive pay plus equity participation - Remote-first, flexible working environment with balanced schedules - Choice of personal setup and gear - Twice-yearly in-person regional and global offsites to build culture and collaboration - Equal opportunity employer committed to inclusion across backgrounds, identities, and lived experiences