Customer Success Manager, US East

Bolster Inc. is redefining fraud and brand protection with their AI-driven SaaS platform. They are seeking a Customer Success Manager to partner with the Sales team, focusing on customer retention and growth by building relationships and driving successful renewals and expansions across mid-market and enterprise customers.

Responsibilities:

• Drive value realization by aligning Bolster’s solutions with customer outcomes — continuously uncovering use cases and opportunities to expand adoption
• Own a portfolio of enterprise and mid-market customers, ensuring success across varied business needs and engagement styles
• Serve as a trusted advisor — leading Executive Business Reviews, sharing best practices, and ensuring customers gain measurable value from Bolster
• Act as a first line of support for key accounts, triaging issues, guiding troubleshooting, and collaborating with Engineering and Support to ensure rapid resolution
• Communicate across channels (Slack, Zoom, email, ticketing, and community forums) while balancing multiple customer priorities with poise
• Collaborate cross-functionally with Sales, Product, Engineering, and Marketing to deliver a seamless customer experience
• Identify patterns and insights across your customer base — surfacing common challenges, feature requests, and success stories to inform product development
• Contribute to scalable success by crafting playbooks, templates, and customer-facing resources
• Champion adoption, expansion, and renewal, driving customer satisfaction and growth across your book of business

Requirements:

• 4+ years of experience in Customer Success, Account Management, or Strategic Consulting, ideally in enterprise SaaS or security technology
• Demonstrated success managing enterprise and mid-market customers with complex technical use cases
• Curious, proactive, and resourceful — you don't wait for answers; you seek them out and share what you learn
• Comfortable acting as a first responder to customer questions or issues; you know when to solve independently and when to escalate
• Strong ability to multi-task and prioritize in an omnichannel, fast-moving environment
• Excellent communication and storytelling skills — able to translate technical concepts into business outcomes
• Strong interpersonal skills and experience building trust-based, long-term customer relationships
• Track record of operating with outcome-based thinking — focusing on measurable success for both the customer and the business
• Experience with tools like Salesforce, Gainsight, Zendesk, or other CS engagement platforms
• Exposure to fraud prevention, phishing, or brand protection technologies
• Experience engaging technical users through community or forum environments