Founding Customer Success Manager

Fig Security is hiring its first Customer Success Manager to own customer relationships from signature through renewal and establish the company’s customer success practices. The role focuses on onboarding SecOps customers, supporting their use of Fig, and channeling customer feedback to Product and R&D.

Responsibilities:

• Onboard new customers: Take each customer from install to the point where Fig is fully integrated into their engineering workflows
• Own the relationship: Be the main contact for the SecOps teams on your accounts. Identify opportunities to solve more when they’re happy, and nurture when they’re not
• Write the playbook: Build our process for onboarding, health checks, business reviews and renewals (did someone say AI?)
• Bring it back: Turn what customers tell you into specific asks for Product and R&D

Requirements:

• 5+ years in a customer-facing role at a SecOps vendor, such as SIEM, SOAR, XDR or MDR
• You understand SecOps day-to-day, tech stack, pains, initiatives and their solutions landscape (products and services)
• You've set up CS processes from scratch, not only run existing ones
• You already use AI tools to do your job, and you can show us how
• you understand client needs (even if it's not what they actually ask for) and are able to either help them fulfill it with existing capabilities, or convey it to the product team