Customer Success Manager

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Mycroft is an AI-native cybersecurity and compliance platform and Risk Operations Center redefining how modern businesses stay secure. We’ve built an "AI Security and Compliance Officer"—a single, agentic platform that replaces fragmented tools and manual spreadsheets with autonomous workflows. From automating evidence collection for SOC 2 and ISO 27001 to managing cloud security and device endpoints, Mycroft empowers lean teams to achieve enterprise-grade security without the massive headcount.

Backed by top-tier investors and trusted by 60+ fast-growing companies, we are scaling rapidly to make robust security a superpower for every organization.

As an early Customer Success Manager, you will be the face of Mycroft for our customers. In a GRC environment, "success" isn’t just about software adoption; it’s(module) about helping our clients achieve audit readiness, manage risk, and build trust with their own stakeholders.

You什么 will own the entire post‑sale lifecycle—from implementation and onboarding to renewals and expansion. Because we are an early‑stage startup, you will also play a critical role in building our CS processes from scratch and feeding customer insights directly back to our Product team.

• Onboarding & Implementation:
  Lead new customers through the technical and operational setup of our GRC platform, ensuring a fast "time‑to‑value."
• Strategic Advisory:
  Act as a subject matter expert, helping clients map their compliance frameworks (SOC2, ISO 27001, HIPAA, etc.) to our software.
• Account Management:
  Own the commercial relationship, including driving high retention rates and identifying opportunities for upsells or expansions.
• Support & Troubleshooting:
  Initially serve as the primary point of contact for technical support and product questions.
• Process Architecture:
  Execute our "Success Playbook"—documenting onboarding flows, health scores, and communication templates that will scale as we grow.
• Product Advocacy:
  Be the voice of the customer. Aggregate feedback to help the Product team prioritize the roadmap.

• Location: Canada (Hybrid in Toronto | Remote for all other provinces). This role is open to candidates across Canada. While our Toronto-based team members enjoy a hybrid work model, we offer full remote flexibility for those located elsewhere in the country. Travel is rare (typically 1–2 times per year), though Enterprise CSMs may travel more frequently to meet with key clients.
• Experience: 3+ years in a Customer Success or Account Management role, ideally within B2B SaaS.
• Domain Knowledge: Previous experience in GRC or Cybersecurity is a massive plus. You should understand the pain points of poured officers and CISOs, or be eager and quick to learn with some autonomy.
• The "Startup Mentality": You are comfortable with ambiguity and happy to "roll up your sleeves" to solve problems that may not have a manual yet. You believe in the vision and have the grit it will take to succeed.
• Technical Aptitude: You can navigate complex software configurations and aren't afraid to diveത്തിൽ into a client's technical environment. You are familiar with navigating multiple applications effectively to keep up with operations.રૂ
• Communication: You have strong verbal and written soft‑skills, and can translate complex regulatory requirements into simple, actionable steps for customers.
• Team Player: You are accountable individually and easy to collaborate within your team and cross‑functionally. You value transparency, support your peers, and know how to voice objections without being combative.

• Impact: As an early hire, you will define the culture and strategy of our Customer Success department.
• Growth: You’ll have a front‑row seat to a scaling startup and a clear ske ł path toward leadership as the team grows.

• Email recruitment with the following subject line: (Full Name) - Mycroft CSM Application
• Attach your resume in pdf format
• Attach your "cover letter" in pdf format…