Customer Success Manager

Nebulock is a cybersecurity company that specializes in autonomous threat hunting. They are seeking a proactive Customer Success Manager to be the primary advocate for clients, ensuring they receive maximum value from the platform while collaborating with internal teams and managing customer relationships.

Responsibilities:

• Onsite Customer Engagement: Travel to customer sites (up to 25% of the time) to lead in-person Strategic Business Reviews, facilitate deep-dive security workshops, and foster high-trust relationships with key stakeholders
• Process Design & Implementation: Take ownership of the customer journey by actively designing, building, and iterating on scalable onboarding workflows and customer support processes from the ground up
• AI-Driven Efficiency: Leverage Generative AI tools (such as ChatGPT, Claude, or Gemini) to optimize daily workflows, draft support documentation, streamline customer communications, and scale our success initiatives
• Cross-Functional Collaboration: Act as the internal quarterback, seamlessly partnering with Engineering, Marketing, Product, and Sales to deliver a unified, top-tier customer experience
• Product & Engineering Alignment: Serve as the "Voice of the Customer." Synthesize user feedback, translate complex cybersecurity needs into technical requirements, and partner with Product and Engineering to prioritize feature requests and escalate critical security issues
• Sales Synergy: Collaborate with the Sales team to ensure smooth post-sale handoffs, align on customer security goals, identify expansion opportunities, and drive high retention rates
• Marketing Advocacy: Work closely with the Marketing team to identify power users, cultivate brand advocates, and source compelling stories for case studies and testimonials

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role, with a strong background working in the cybersecurity or InfoSec industry
• Willingness and ability to travel up to 25% of the time for in-person client meetings, onsite onboarding, and industry events
• A proven track record of creating, documenting, and implementing effective customer onboarding and support frameworks in a fast-growing SaaS environment
• Hands-on experience and a high comfort level using modern AI tools (ChatGPT, Claude, Gemini, etc.) to enhance productivity and creatively solve operational challenges
• Exceptional verbal and written communication skills, with the ability to translate complex cybersecurity concepts for non-technical stakeholders and vice versa
• Ability to work East Coast hours (EST/EDT) to align with our core internal teams and customer geographic density