Customer Success Manager

Claroty; New York (NY); Presencial; USD 130.000 - 145.000; Jornada completa

Descripción de la vacante

Claroty in New York City is seeking a Customer Success Manager to be the primary contact for our top-tier customers, forging lasting relationships with senior executives and ensuring successful adoption of the Claroty Platform.

You will orchestrate cross-functional teams, translate customer needs into actionable insights for Product and Sales, manage complex escalations, and leverage AI tools to monitor health metrics and drive value, retention, and long‑term growth.

Formación

• 4+ years of experience as a Customer Success Manager or Technical Account Manager in a fast-growing B2B SaaS organization.
• Experience managing large, complex customer accounts.
• Ability to ramp quickly on complex products and operate at a power-user level.
• Ability to operate effectively in ambiguous and fast-changing environments.
• Excellent discovery and problem-framing skills (ability to ask the right questions and identify core issues).
• Strong capability to influence and build trust with all levels of stakeholders with communication, social, and presentation skills.
• Strong understanding of networking standards and protocols (TCP/IP, routing, switching, DNS, DHCP, segmentation).
• Experience with Operational Technology (OT) environments and industrial networks – a strong advantage.
• Solid understanding of cybersecurity principles and secure network architecture.
• Familiarity/Experience in Cyber Security (Endpoint, SOAR, SIEM).
• Leverage AI platforms (e.g., Staircase AI, Gemini) to monitor customer health metrics/playbooks, generate executive summaries, and automate back-office workflows.

Responsabilidades

• Serve as the primary point of contact and trusted advisor for executive stakeholders, aligning their business goals with product value.
• Guide customers through onboarding and adoption, leading proactive product enablement to drive long-term value realization with a strong focus on time-to-value and measurable business outcomes
• Monitor usage data and health indicators to preemptively address risks and capitalize on expansion opportunities.
• Act as the "Quarterback" of the customer experience, synthesizing customer needs into actionable insights for Product and Sales to influence the roadmap.
• Lead complex escalation workflows, aligning internal stakeholders to maintain momentum and resolve high-stakes challenges.
• Take ownership beyond defined responsibilities when required to ensure customer success.
• Leverage AI platforms to monitor customer health metrics/playbooks, generate executive summaries, and automate back-office workflows.

Conocimientos

Customer Success

Account Management

SaaS Experience

Stakeholder Management

Problem Solving

Descripción del empleo

Description

We’re growing and looking to hire Customer Success Manager who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.

About The Company

Claroty is a global leader in cyber-physical systems (CPS) protection, dedicated to securing the critical infrastructure that keeps the world running. We’re a fast-growing, award-winning team where innovation meets purpose—and we want you to help us define the future of cybersecurity.

About The Role

You will be the primary point of contact for our top-tier customers, building relationships across all levels, including senior executives, and ensuring successful adoption of our platform.

In this role, you will guide customers through complex challenges by leveraging strong product fluency and a deep understanding of their business needs. You will act as the central coordinator across internal teams, ensuring customer issues are clearly defined, properly routed, and driven to timely resolution with clear ownership and accountability. As the quarterback of the customer experience, you will orchestrate cross-functional teams to deliver outcomes that drive customer value, retention, and long-term success, and ensure accountability across all stakeholders, especially during critical situations

Responsibilities

• Serve as the primary point of contact and trusted advisor for executive stakeholders, aligning their business goals with product value.
• Guide customers through onboarding and adoption, leading proactive product enablement to drive long-term value realization with a strong focus on time-to-value and measurable business outcomes
• Monitor usage data and health indicators to preemptively address risks and capitalize on expansion opportunities.
• Act as the "Quarterback" of the customer experience, synthesizing customer needs into actionable insights for Product and Sales to influence the roadmap.
• Lead complex escalation workflows, aligning internal stakeholders to maintain momentum and resolve high-stakes challenges.
• Take ownership beyond defined responsibilities when required to ensure customer success.
• Leverage AI platforms (e.g., Staircase AI, Gemini) to monitor customer health metrics/playbooks, generate executive summaries, and automate back-office workflows - freeing up your time to focus on high-impact strategic account growth.

Requirements

• 4+ years of experience as a Customer Success Manager or Technical Account Manager in a fast-growing B2B SaaS organization
• Experience managing large, complex customer accounts
• Ability to quickly ramp on complex products and operate at a “power-user” level.
• Ability to operate effectively in ambiguous and fast-changing environments.
• Excellent discovery and problem-framing skills (ability to ask the right questions and identify core issues).
• Strong capability to influence and build trust with all levels of stakeholders with communication, social, and presentation skills.
• Strong understanding of networking standards and protocols, including TCP/IP, routing, switching, DNS, DHCP, and segmentation principles.
• Experience with Operational Technology (OT) environments and industrial networks – a strong advantage.
• Solid understanding of cybersecurity principles and secure network architecture.
• Familiarity/Experience in Cyber Security i.e Endpoint, SOAR, SIEM
• Leverage AI platforms (e.g., Staircase AI, Gemini) to monitor customer health metrics/playbooks, generate executive summaries, and automate back-office workflows - freeing up your time to focus on high-impact strategic account growth.

About Claroty

Claroty empowers organizations to protect the mission-critical infrastructure that underpins modern life. The AI-powered Claroty Platform serves as the single source of operational truth, providing the deepest visibility and broadest protection across cyber-physical systems (CPS), leveraging five core solutions: asset inventory, exposure management, network protection, secure access, and threat detection. Claroty helps organizations operationalize CPS protection through a programmatic approach designed to reduce risk, maintain operational integrity, and meet compliance–whether in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Claroty is deployed by hundreds of organizations at thousands of sites globally. The company is headquartered in New York City and has a presence in Europe, Asia-Pacific, and Latin America. To learn more, visit claroty.com .

Claroty is widely recognized as the industry leader in CPS protection, backed by the world’s largest investment firms and industrial automation vendors. The company has been named a Leader in 2026 Gartner® Magic Quadrant™ for CPS Protection Platforms two years in a row, a Customers’ Choice in the 2026 Gartner® Peer Insights™ Voice of the Customer for CPS Protection Platforms , and a Leader and a Customer Favorite in The Forrester Wave™: Operational Technology Security Solutions, Q3 2026 . Claroty has also been named to the Forbes Cloud 100 and Deloitte Technology Fast 500 multiple consecutive years.

Expected compensation for the role is between $130,000 - $145,000. This is a good faith estimate but does not include equity, bonus, or other forms of payment. Pay will be determined by experience level, but those outside the salary band are welcome to apply.

Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.

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