Customer Success Manager
Company: Critical Start
Location: Washington
Posted on: March 14, 2025
Job Description:
Who We AreAt Critical Start, we're on a mission to make everyone
a valued member of a winning team, united by an inspiring purpose:
shaping the future of cybersecurity. Since 2012, we've been
dedicated to safeguarding organizations from cyberattacks,
preparing for evolving threats, and earning recognition for our
innovative contributions to the industry.We thrive in an agile,
collaborative environment that fosters creativity and action. At
Critical Start, innovation drives everything we do. We pioneered
the first MOBILESOC app for on-the-go threat detection and
response, automated alert resolutions to maximize efficiency, and
cut alert investigation time by 99.3% - transforming the way
cybersecurity teams work. Our team and customers genuinely value
the impact we make every day.Everything we do is grounded in our
three core principles:
- Do what's best for our customers.
- Do what's best for our team members.
- Don't do things that suck.Want to hear more from our team?
Watch this video to gain insights into life at Critical Start or
check out our Glassdoor reviews for an inside look.What can we
offer you?
- A chance to make an impact every day-whether protecting
customers or contributing to a greater mission.
- Collaboration with talented, supportive teammates who value
accountability and growth.
- A commitment to continuous improvement, striving for
excellence, and breaking past mediocrity.
- A culture of learning, innovation, and inclusivity, where every
idea matters.
- Recognition for being at the forefront of the industry-we've
received accolades that prove we're doing something right.
- A supportive environment where you belong and your
contributions truly matter.Who You AreWe are looking for an
experienced Customer Success Manager to join our team! The ideal
candidate is customer-focused, detail-oriented, and passionate
about delivering exceptional service. With strong communication and
organizational skills, you will guide customers through their
post-sales journey, ensuring they achieve their desired outcomes
and receive ongoing value from our solutions.What You Will Be
Doing?
- Delivering Customer Value: Work closely with customers to help
them achieve their goals, ensuring they see value in our solutions
throughout their lifecycle. Build strong relationships by
understanding customer needs and showcasing success stories.
- Customer Engagement: Conduct regular reviews, including
Quarterly Business Reviews (QBRs), to highlight measurable results,
ROI, and alignment with customer objectives. Maintain proactive
communication to address customer challenges and identify areas for
improvement.
- Risk Management: Monitor customer satisfaction and identify
potential risks to their success. Implement strategies to mitigate
risks and resolve escalations effectively.
- Cross-Functional Collaboration: Partner with internal teams,
such as Product, Marketing, and Security Operations, to incorporate
customer feedback and improve service offerings. Support process
improvements and share best practices to enhance the overall
customer experience.
- Special Projects: Participate in initiatives that improve team
efficiency and contribute to knowledge-sharing across the
organization.What You Will Bring?Required Qualifications:
- 5+ years of experience in customer success, account management,
or a related role.
- Proven ability to manage multiple customer accounts with a
focus on retention and measurable outcomes.
- Strong communication and presentation skills, both written and
verbal.
- Experience with customer success tools like Gainsight or
Salesforce.
- Problem-solving and project management skills with a proactive
approach to customer challenges.
- Ability to collaborate across teams and escalate issues
effectively when necessary.Desired Qualifications:
- Experience in a similar role within the cybersecurity, SaaS, or
technology industries.What It's Like Working HereImagine a dynamic,
enjoyable, and rewarding work environment. We are professionals,
and the work we do holds immense significance, like saving our
customers from potential disasters. However, we believe in not
taking ourselves too seriously.Prefer a casual dress code every
day? No problem, as we find comfort enhances our thinking.Our
workplace in Plano, TX offers open offices, collaborative meeting
spaces, phone rooms, and wellness rooms. In the breakroom, friendly
competition arises with games like ping-pong, bubble hockey
machine, foosball, or the gaming machine. What harm does a little
healthy competition among friends do?Compensation and Benefits
- Competitive salary with bonus potential
- 100% employee coverage for healthcare/50% coverage for
dependents
- Unlimited PTO (Paid Time Off) policy
- Paid Parental and Military Leave
- Dental and Vision Plan
- Employer-provided Life Insurance, Long-Term Disability, and
Short-Term Disability coverage
- 401(k) Plan with Matching Program
- Mines Employee Assistance Program
- Monthly Wellness Initiatives
- Optional Pet Benefits Discount PlanWe prioritize your privacy
and security. Please note that Critical Start will never request
financial information or sensitive personal data during the
interview process. If you encounter any suspicious requests, do not
respond and contact us directly at recruiting@criticalstart.com.
Thank you for helping us maintain a safe and trustworthy hiring
experience.Critical Start welcomes people from all backgrounds and
walks of life. One of our core values is to "Do what's best for our
employees," and that starts with the hiring process by finding the
best candidates and providing an environment that upholds equal
employment opportunities for all employees and applicants, strictly
prohibiting any form of discrimination or harassment based on race,
color, religion, age, sex, national origin, disability status,
genetics, protected veteran status, sexual orientation, gender
identity or expression, or any other characteristic protected by
federal, state, or local laws.Mental and Physical RequirementsIt's
important to note that specific physical and mental requirements
may vary depending on the nature of the office job, organization,
and individual responsibilities.Physical:
- Stationary position for extended periods of time.
- Constantly operate a computer.
- Occasionally you may be required to move equipment or other
items up to 20 lbs.
- The ability to communicate information and ideas so others will
understand. Must be able to exchange accurate information in these
situations.Mental:
- Must be able to apply established protocols in a timely
manner.
- Make timely decisions in the context of workflow.
- Ability to complete tasks and perform in situations requiring
speed deadlines, or productivity quota.
- Ability to work effectively and efficiently in high stress
situations.
- Ability to simultaneously address multiple complex
problems.Compensation:The total compensation range (base) being
offered for this role is [$75,000 - $85,000 USD].Additional
Compensation:This role is eligible for the following: Bonus
compensation.Application Deadline:The application deadline for this
position is January 31, 2025.How to Apply:Interested candidates are
invited to visit our career site and apply for the position:
https://www.criticalstart.com/careers/
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Keywords: Critical Start, Washington DC , Customer Success Manager, Executive , Washington, DC
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