Customer Success Manager

Ent; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity

Flexible PTO

Health benefits

Home office stipend

Lifestyle account (monthly)

Parental leave

Job summary

Ent is seeking a Customer Success Manager in San Francisco Bay Area to guide technical customers from onboarding to expansion. You will work with engineering and security teams, drive value beyond satisfaction, and spot growth opportunities while maintaining calm under pressure.

The role emphasizes empathy, strategic advisory skills, and a customer-first mindset in a distributed North America workforce.

Qualifications

• 6+ years in Customer Success or equivalent.
• Experience with technical products and supporting technical teams (Engineering, DevOps, IT, Security).
• Track record of managing large enterprise clientele.
• Based in the San Francisco Bay Area and able to work from our office 2-3 days per week.

Responsibilities

• Own the customer journey from onboarding through adoption, renewal, and expansion.
• Become a product expert and troubleshoot with customers.
• Speak credibly with Engineering and Security stakeholders.
• Drive value by defining success metrics and intervening early when needed.
• Grow accounts by identifying expansion and upsell opportunities.
• Turn customer feedback into product signals and customer stories.
• Coordinate escalations with technical partners to fix issues.
• Help build playbooks, health metrics, and rituals for future CSMs.

Skills

Technical fluency

Data literacy

Excellent communication

Project management

Negotiation & stakeholder management

Resourcefulness with ambiguity

Job description

Customer Success Manager

About Ent

Ent is the intent-aware workspace security platform for securing human and AI-driven work. Built to protect productivity, the new attack surface, Ent understands not just what users and agents do but why, and intervenes at the moment of risk before incidents occur. Where existing tools see events, Ent sees intent, so security teams can step in at the moment of risk instead of investigating days later. Founded by Lou Manousos and Brandon Dixon, co-founders of RiskIQ (acquired by Microsoft) and the team behind Microsoft Security Copilot, Ent is in production with Global 2000 customers across hospitality, financial services, and defense, and backed by Decibel, Sequoia, Crosspoint Capital, Craft Ventures, Shield Capital, Felicis, and In-Q-Tel. We're now hiring the team that will define this category.

How We Work

Customer first. The product and the business are built around problems we've watched real security teams struggle with - not the other way around. Every roadmap conversation starts with what a CISO told us last week.

Humble. No drama. We hire people who share the mission and trust each other to deliver. Teamwork over showmanship. Accountability over politics. The work speaks louder than the person doing it.

Urgency. The window to build a durable security company in the AI era is open right now and it will not stay open. The shot clock has started. We move at the speed of the people we want to protect.

About the Role

We are seeking a Customer Success Manager who is equal parts technical translator, detective, and strategic advisor. This is a role for someone genuinely curious about how people work, why they get stuck, what would make their day easier, and how our product can help. You put the customer first, using their goals as our north star. Under pressure, you remain calm and ask the right questions that lead us to solutions. You connect to their experience and discover opportunities for us to increase our value. And above all, you approach every customer interaction as a human - with empathy. .

What You’ll Achieve

• Own the customer journey. Guide technical customers from onboarding through adoption, renewal, and expansion - and make each stage feel like progress, not process.

• Become a product expert. Know Ent.ai deeply enough to go beyond features, troubleshoot alongside customers, and recommend the right approach for their goals.

• Speak the language of technical teams. Work credibly with Engineering and Security stakeholders, earning trust by understanding their priorities and constraints.

• Drive value, not just satisfaction. Define what success means for each account, track it honestly, and intervene early when something looks off.

• Grow accounts. Spot expansion and upsell opportunities naturally, balancing a commercial instinct with genuine usefulness.

• Be the voice of the customer. Turn feedback into clear, prioritized signal for product & engineering. And turn successful outcomes into customer stories with sales & marketing.

• Stay calm when it matters. Quarterback escalations with steadiness, keeping customers confident while you coordinate with your technical partners to fix issues.

• Help build the function. Shape the playbooks, health metrics, and rituals that future Ent.ai CSMs will inherit.

What You’ll Bring

• 6+ years in Customer Success (e.g. CSM, TAM, etc.)

• Experience with technical products and supporting technical teams such as Engineering, DevOps, IT, and Security.

• A track record of successfully managing large enterprise clientele

• Based in the San Francisco Bay Area and able to work from our office 2-3 days per week.

Who You Are

Like any experienced CSM, there are certain skills we expect:

• Technical fluency

• Data literacy

• Excellent communication (verbal and written)

• Project management

• Negotiation and stakeholder management

• Resourcefulness with ambiguity

Beyond the basics, we are looking for someone who embodies characteristics outside the standard skillset:

• Curious. You ask the second and third question. You want to understand how things actually work - both the product and the people using it.

• Creative. You take time to think and design workarounds in unique situations when a common solution isn’t obvious.

• Self-motivated. You set your own priorities and run with them. In an early-stage environment, you create structure rather than waiting for it.

• Calm under pressure. Outages, churn risk, and hard conversations don’t rattle you. Steadiness is contagious, and customers feel it.

• Empathetic and perceptive. You read people well - what's said, what's avoided, and what a customer needs before they ask for it.

• Commercially minded, product-fluent. You hold a sales mindset and deep product expertise at the same time, and you know which one a moment calls for.

Our Benefits

• Distributed workplace. While we have positions we hire for in our SF office, we also hire remotely across North America.

• Own a piece of the journey. Every teammate gets meaningful equity on top of their salary.

• We've got you covered. Generally, we pay 90% of your medical, dental, and vision is paid by Ent. We also cover 75% for your dependents.

• Take the time you need. Our flexible PTO lets you recharge, travel, or just take a breather.

• Family matters. 14 weeks of fully paid parental leave (birth, adoption, or foster)!

• Live well. A $100 monthly lifestyle account to spend on what keeps you healthy and happy - fitness, wellness, learning, and more.

• Set up your space. A $500 home office stipend when you join as a remote employee.

Diversity & Accommodations

We're committed to building a diverse, inclusive, and equitable workplace where people of all backgrounds, identities, experiences, and abilities are welcomed, valued, and supported. We recognize there is no single path to success and value nontraditional career journeys and diverse perspectives as key to building stronger, more innovative teams.

We strive to ensure an inclusive experience at every stage of hiring and are happy to provide reasonable accommodations. If you require accommodations or accessible formats at any point during our process, please let your recruiter know. As an equal opportunity employer, our hiring process is designed to put you at ease and help you do your best work. If there's anything we can do to improve your experience, we're always open to feedback.