Senior Customer Success Manager — Onboarding & Growth

Adaptive Security; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Premium healthcare

Catered lunch NYC

Job summary

Adaptive is expanding its Customer Success team in New York City. You will own end-to-end customer onboarding, implementation, and ongoing support, acting as the face of the product and partnering with leadership and Engineering to rapidly address issues and collect feedback.

The role emphasizes delivering immediate and lasting value, shaping onboarding processes, and ensuring a world-class experience for clients across a fast-moving startup.

Qualifications

• 4+ years of experience in a Customer Success, Implementation, Client Support, or similar role at a SaaS company.

Responsibilities

• Own all aspects of customer implementation, onboarding, and support.
• Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
• Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
• Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquiries.
• Collaborate with Engineering to customize and resolve complex incidents, surfacing broader product or platform health concerns as needed.
• Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processes.
• Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
• Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction, ensuring customers achieve ongoing success with our platform.

Skills

Customer Success

Implementation

Client Support

SaaS

Job description

Adaptive is expanding its Customer Success team in New York City. You will own end-to-end customer onboarding, implementation, and ongoing support, acting as the face of the product and partnering with leadership and Engineering to rapidly address issues and collect feedback.

The role emphasizes delivering immediate and lasting value, shaping onboarding processes, and ensuring a world-class experience for clients across a fast-moving startup.