Customer Success Manager

Swimlane is redefining security operations with Agentic AI automation, and they are seeking a Customer Success Manager to own the post-sale experience for enterprise customers. This role involves driving retention, expansion, and product adoption while acting as a trusted advisor and collaborating cross-functionally to enhance customer satisfaction.

Responsibilities:

• Own customer health, satisfaction, and net revenue retention targets
• Drive adoption and value realization using product usage data, health scores, and predictive risk signals
• Identify and mitigate churn risk through proactive, cross-functional action plans
• Build strong relationships with executive sponsors and day-to-day users
• Lead strategic customer reviews using clear, data-backed insights
• Partner with Sales on renewals, expansions, and growth opportunities
• Manage sales-to-delivery transitions and support new product rollouts
• Track and escalate priority support issues while managing customer expectations
• Maintain accurate customer data and success plans in CRM and Customer Success platforms
• Improve CS processes through automation and AI-enabled workflows

Requirements:

• 5+ years in enterprise B2B software roles; 3+ years in Customer Success managing large customers
• Experience working with complex, technical products
• Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero)
• Comfort using product usage analytics, dashboards, and customer health metrics
• Strong analytical, communication, and executive-facing skills
• Ability to thrive in a fast-paced SaaS environment
• cybersecurity experience
• Experience using AI copilots, automation, or predictive analytics in Customer Success
• Background in high-growth SaaS or cybersecurity environments
• Experience in SecOps environments
• Demonstration / Experience in previous technical roles (major +)