Customer Success Manager

HiddenLayer is a company focused on protecting valuable technologies from adversarial AI attacks. The Customer Success Manager will manage a portfolio of enterprise accounts, ensuring customer satisfaction and effective communication while collaborating with internal teams to support onboarding and product adoption.

Responsibilities:

• Manage ongoing communication across your portfolio: regular check-ins, status updates, and account emails
• Join customer calls, take notes, keep things on track, and make sure every action item is captured and assigned
• Own all follow-up after calls; track who owns what internally and make sure things actually get done
• Handle scheduling coordination so the rest of the team doesn't have to
• Keep Jira tickets current, correctly labeled, and moving
• Maintain accurate health notes and scores so the team always has a real view of account status
• Proactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalation
• Work alongside the Solution Architect team during onboarding. The SA handles technical setup; you own the customer relationship and make sure nothing gets lost in the transition from Sales
• Partner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolved
• Keep Account Directors informed ahead of renewals, flag at-risk accounts early, and surface upsell opportunities for them to run with. Be the source of truth on day-to-day account context
• Help new customers see value quickly. Onboarding doesn't end when the contract is signed
• Monitor product adoption and flag low engagement before it becomes a problem
• Own customer communication during escalations

Requirements:

• 5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company
• Experience managing enterprise accounts across technical and executive stakeholders
• Exceptionally organized, with a track record of keeping follow-ups and action items from slipping
• Strong written and verbal communication skills; clear customer emails, productive calls, clean internal handoffs
• Proactive, you stay ahead of accounts rather than waiting for customers to come to you
• Familiarity with tools like Jira or Salesforce is a plus
• Background in cybersecurity or AI/ML is a plus, but not required