Customer Success Manager

Critical Start

Oregon

Hybrid

USD 70,000 - 120,000

Full time

5 days ago

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Benefits offered by this job

Competitive salary with bonus

Health benefits

401(k) with matching

Unlimited PTO

Parental/military leave

Life insurance

Wellness initiatives

Job summary

Critical Start, Inc. in Plano, TX is seeking an experienced Customer Success Manager to guide customers through their post‑sales journey, ensuring they achieve measurable outcomes and ongoing value from our cybersecurity solutions.

You will conduct quarterly business reviews, manage multiple accounts, and partner with Product, Marketing, and Security Operations to drive adoption and retention while mitigating risks and expanding customer outcomes.

Qualifications

5+ years of experience in customer success, account management, or a related role.
Proven ability to manage multiple customer accounts with a focus on retention and measurable outcomes.
Strong communication and presentation skills, both written and verbal.
Experience with customer success tools like Gainsight or Salesforce.
Problem-solving and project management skills with a proactive approach to customer challenges.
Ability to collaborate across teams and elevate issues effectively when necessary.

Responsibilities

Delivering Customer Value: Work closely with customers to help them achieve goals and see value in our solutions.
Customer Engagement: Conduct regular reviews, including QBRs, to highlight measurable results and ROI.
Risk Management: Monitor satisfaction and mitigate risks to customer success.
Cross‑Functional Collaboration: Partner with Product, Marketing, and Security Operations to incorporate feedback.
Special Projects: Participate in initiatives to improve team efficiency and knowledge sharing.

Skills

Customer success

Account management

Communication

Presentation

Cross-functional collaboration

Proactive problem‑solving

Tools

Gainsight

Salesforce

Job description

Who We Are

Ready to make a real impact in cybersecurity? At Critical Start, we're not just protecting organizations; we're redefining how it's done. We're a team united by an inspiring purpose: to stop breaches, simplify security, and shape the future of cyber defense. If you're passionate about cutting-edge technology, thrive in a collaborative environment, and want your work to truly matter, you've found your home. We deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT. This means we cut through the noise, investigate real threats, and take trusted, SLA-backed action—all powered by the brightest minds and the latest AI. Since 2012, we've been helping organizations outpace evolving attacks with faster response, fewer escalations, and measurable risk reduction. Innovation isn't just a buzzword here; it's our DNA. We pioneered the first MOBILESOC app for on-the-go detection and response, infused AI into automated alert resolution to eliminate noise, and slashed investigation time by an astounding 99.3%. We're transforming how security teams work, and you could be a part of it. From AI-assisted triage to analyst copilots that elevate human expertise, we combine machine intelligence with human judgment to deliver outcomes our customer's trust. If you're looking for a high-trust, high-impact team where your ideas are amplified by AI and valued by colleagues and customers alike, Critical Start is the place for you. Come build the future of cybersecurity with us!

Who You Are

We are looking for an experienced Customer Success Manager to join our team! The ideal candidate is customer-focused, detail-oriented, and passionate about delivering exceptional service. With strong communication and organizational skills, you will guide customers through their post-sales journey, ensuring they achieve their desired outcomes and receive ongoing value from our solutions.

What You Will Be Doing

Delivering Customer Value

Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle. Build strong relationships by understanding customer needs and showcasing success stories.

Customer Engagement

Conduct regular reviews, including Quarterly Business Reviews (QBRs), to highlight measurable results, ROI, and alignment with customer objectives. Maintain proactive communication to address customer challenges and identify areas for improvement.

Risk Management

Monitor customer satisfaction and identify potential risks to their success. Implement strategies to mitigate risks and resolve escalations effectively.

Cross‑Functional Collaboration

Partner with internal teams, such as Product, Marketing, and Security Operations, to incorporate customer feedback and improve service offerings. Support process improvements and share best practices to enhance the overall customer experience.

Special Projects

Participate in initiatives that improve team efficiency and contribute to knowledge-sharing across the organization.

What You Will Bring

Required Qualifications

5+ years of experience in customer success, account management, or a related role.
Proven ability to manage multiple customer accounts with a focus on retention and measurable outcomes.
Strong communication and presentation skills, both written and verbal.
Experience with customer success tools like Gainsight or Salesforce.
Problem-solving and project management skills with a proactive approach to customer challenges.
Ability to collaborate across teams and elevate issues effectively when necessary.

Desired Qualifications

Experience in a similar role within the cybersecurity, SaaS, or technology industries.

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously. Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking. Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?

Compensation and Benefits

Competitive salary with bonus potential
Comprehensive health benefits with generous employer contributions for medical, dental, and vision
Additional Ancillary Benefits offered at 100% employee contribution
Unlimited PTO (Paid Time Off) policy
Paid Parental and Military Leave
Dental and Vision Plan
Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage
Additional Voluntary Life Insurance coverage
401(k) Plan with Matching Program
Mines Employee Assistance Program
Monthly Wellness Initiatives
Optional Pet Benefits Discount Plan
Employer-provided Life Insurance (up to $100K coverage)
24/7/365 availability of Employee Assistance Program

We prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at . Thank you for helping us maintain a safe and trustworthy hiring experience.

Diversity and Inclusion

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Mental and Physical Requirements

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical

Stationary position for extended periods of time.
Constantly operate a computer.
Occasionally you may be required to move equipment or other items up to 20 lbs.
The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental