Customer Success Associate — NYC Onboarding & Support

adaptivesecurity; New York (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Premium health benefits

Catered lunch in NYC office

Job summary

Adaptive is building the security layer for the AI era and is expanding its Customer Success team in our NYC office. The Customer Success Associate will own onboarding, implementation, and technical support, acting as the face of the product to ensure immediate and lasting value for clients.

You will partner with Engineering to troubleshoot issues, relay product feedback, and identify improvement areas, shaping scalable processes and a world-class customer experience in a fast-moving,

Qualifications

• 1-2 years of client-facing work, ideally at a SaaS company.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Own all aspects of customer implementation, onboarding, and support.
• Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
• Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
• Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquiries.
• Collaborate with Engineering to elevate and resolve complex incidents, surfacing broader product or platform health concerns as needed.
• Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processes.
• Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
• Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction, ensuring customers achieve ongoing success with our platform.

Skills

Client facing

Troubleshooting

Written communication

Verbal communication

Multitasking

Growth mindset

Job description

Adaptive is building the security layer for the AI era and is expanding its Customer Success team in our NYC office. The Customer Success Associate will own onboarding, implementation, and technical support, acting as the face of the product to ensure immediate and lasting value for clients.

You will partner with Engineering to troubleshoot issues, relay product feedback, and identify improvement areas, shaping scalable processes and a world-class customer experience in a fast-moving,