Customer Success Manager (Founding)

Bricklayer AI is the first multi-agent LLM-based AI solution that brings autonomous AI specialists and human experts into a single collaborative and effective security team. The founding Customer Success Manager will influence and execute the Customer Experience strategy, managing enterprise customer relationships and defining processes for long-term success.

Responsibilities:

• Build and maintain strong relationships with customers
• Act as the primary point of contact for customer onboarding, training, offboarding and renewals
• Develop and implement customer success plans, reporting models, and customer case studies
• Conduct regular reviews, including tactical, Monthly Operational, and QBRs
• Collaborate with sales and product teams to address customer needs and feedback. Act as the Voice of the Customer
• Own and drive contract renewal, identifying upsell opportunities
• Collaborate with sales to expand revenue in a land and expand motion
• Collaborate closely with the Head of CPX to design and grow the Customer Success organization

Requirements:

• 8+ years of experience in customer success or account management
• 3+ years of experience working with large enterprise customers
• Proven experience in revenue renewal, upsell, and retention
• Experience with Hubspot (or similar CRM tools), Confluence, etc
• Experience working in a startup environment; the cybersecurity industry is a strong plus
• Excellent communication and project management skills
• Strong problem-solving skills and the ability to think strategically with a customer-centric mindset
• Ability to work in a fast-paced, dynamic environment
• Ability to travel 1-3x per quarter
• Strong understanding of the SOC ecosystem, including SIEM, EDR, SOAR, and TIP
• Experience building and running a small customer success team at a startup
• Experience in supporting customers in new and emerging product categories