Senior Customer Success Manager – Executive Growth

NightDragon Acquisition Corp.; New York (NY); On-site; USD 130,000 - 145,000; Full time

Job summary

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.

Qualifications

• 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.

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 to monitor customer health metrics/playbooks, generate executive summaries, and automate back-office workflows.

Skills

Customer Success

Account Management

SaaS Experience

Stakeholder Management

Problem Solving

Job description

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.