Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal
Build strong, proactive relationships with customers in the Americas
Identify and support opportunities for upsell and cross-sell 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 delivery in response to support tickets
Collect and share customer feedback to improve product and service quality
Track success metrics and use data to inform customer strategy and engagement

3+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or tech
Based in the United States with experience supporting national and regional customers
Strong technical aptitude and ability to work with tools like OpenCTI, XTMOne, and or OpenAEV (training available)
Excellent communication skills
Comfortable in a remote, async-first culture
Experience with CRM/CSM tools, customer journey tracking, and success metrics
Familiarity with the cybersecurity sector, especially threat intelligence or adversary exposure validation is a plus
Fluency in English
Fluency in Spanish or Portuguese a plus

Competitive pay + equity
everyone shares in our success
Remote-first, flexible, and balanced
work that fits your life
Your setup, your choice
pick the gear that works for you
Twice-a-year gatherings
we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen

Senior Customer Success Manager

Key skills