Customer Success Manager
You will own the post-sale experience for an international portfolio of customers, build the onboarding and customer success foundations, define adoption and success metrics, run executive reviews, identify expansion opportunities, create AI-enabled workflows, and turn customer feedback into product input.
Responsibilities
- Build and ship a v1 onboarding playbook
- Build production customer success workflows using ChurnZero, Salesforce, Gong, and product usage telemetry
- Define and track adoption benchmarks and account-specific success metrics
- Identify and scope high-impact product-led growth plays
- Run executive business reviews and QBRs with senior international stakeholders
- Partner with account directors on expansion plays and co-own NRR targets
- Synthesize customer feedback into prioritized product input
- Design the customer success infrastructure and tooling stack
- Handle urgent customer needs outside standard hours or on weekends when required
Requirements
- Background in cyber or cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance environments
- 5+ years of experience in onboarding engineering, customer success management, deployment strategy, or another post-sale role
- Experience owning NRR, GRR, and expansion metrics
- Domain credibility in cyber, national security, or financial crime
- Experience building a customer success function, onboarding playbook, or PLG motion from scratch
- Production experience building repeatable AI workflows that synthesize data from multiple sources
- Ability to work independently with limited direction
- Strong executive presence with senior government and financial institution stakeholders
- Experience supporting international customers across regional, cultural, and time-zone differences
Benefits
- Remote work