Cybersecurity Customer Success Manager — Drive Value

Critical Start, Inc.; Chicago (IL); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive salary with bonus

Health benefits

Unlimited PTO

Parental and Military Leave

Dental and Vision Plan

Life Insurance

401(k) with Matching

Employee Assistance Program

Wellness initiatives

Job summary

Critical Start, Inc. in Plano, TX seeks an experienced Customer Success Manager to guide customers through their post-sales journey and ensure they achieve outcomes and ongoing value from our security solutions.

You will drive value with regular reviews (QBRs), coordinate with Product, Marketing, and Security Operations, and lead cross-functional efforts to improve service. A 5+ year track record in customer success is required.

Qualifications

• 5+ years of experience in customer success, account management, or a related role.
• Proven ability to manage multiple customer accounts with retention and 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.
• Ability to collaborate across teams and elevate issues as needed.

Responsibilities

• Delivering Customer Value: work with customers to achieve goals and showcase success stories.
• Customer Engagement: conduct regular reviews, including QBRs, to highlight results and ROI.
• Risk Management: monitor satisfaction and mitigate risks; resolve escalations.
• Cross-Functional Collaboration: partner with Product, Marketing, and Security Ops to improve offerings.
• Special Projects: participate in initiatives to improve team efficiency and knowledge sharing.

Skills

Customer success

Account management

Communication

Presentation skills

Gainsight

Salesforce

Problem-solving

Project management

Cross-functional collaboration

Tools

Gainsight

Salesforce

Job description

Critical Start, Inc. in Plano, TX seeks an experienced Customer Success Manager to guide customers through their post-sales journey and ensure they achieve outcomes and ongoing value from our security solutions.

You will drive value with regular reviews (QBRs), coordinate with Product, Marketing, and Security Operations, and lead cross-functional efforts to improve service. A 5+ year track record in customer success is required.