Sr. Customer Success Manager

Senior Customer Success Manager – Critical Start

Join us to make a real impact in cybersecurity. Critical Start is redefining how security is done, protecting organizations and driving measurable risk reduction. If you thrive in a collaborative, AI‑accelerated environment and want your work to matter, find your home here.

You are passionate about delivering meaningful security outcomes, managing service delivery goals, and creating clear value for customers. You thrive in fast‑paced environments, have strong attention to detail, and communicate with clarity and confidence. You’ll lead customers through the post‑sales journey, proactively identify risks, and drive measurable success at every stage.

• Delivering Value and Outcomes: Collaborate with customers to achieve their security goals, demonstrating measurable value of Critical Start’s solutions throughout the customer lifecycle.
• Customer Advocacy and Champions: Build strong relationships that turn customers into advocates, showcasing success stories.
• Service Governance: Lead and deliver Quarterly Business Reviews (QBRs), annual reviews, and executive‑level engagements that emphasize ROI, measurable results, and alignment with strategic objectives.
• Proactive
  
  Risk Management:
  
  Identify potential risks to customer success, implement mitigation strategies, and manage escalations effectively.
• Special Projects: Drive cross‑functional initiatives that strengthen the Customer Success team, including process improvements, knowledge sharing, and best practices.
• Mentorship: Support the growth of team members through coaching, guidance, and leadership.
• Team Representation: Advocate for customer needs and team priorities in internal and external forums.
• Cross‑Functional
  
  Collaboration:
  
  Partner with Product, Marketing, and Security Operations teams to close the customer feedback loop.

• Required Qualifications: 5+ years of experience in customer success, account management, or related client‑facing roles; proven experience supporting enterprise and strategic accounts; exceptional written and verbal communication and presentation skills; proficiency with customer success and CRM platforms (e.g., Gainsight, Salesforce); strong problem‑solving, project management, and proactive decision‑making skills; ability to collaborate effectively across departments and elevate issues when necessary.
• Desired
  
  Qualifications:
  
  Experience in cybersecurity, SaaS, or technology industries.

Dynamic, enjoyable, and rewarding. Casual dress code, open offices, collaborative meeting spaces, wellness rooms, and friendly game‑room competition. Plano, TX – our culture encourages thoughtful, AI‑augmented collaboration.

Competitive salary ($85,000–$110,000 USD base) with bonus potential. Unlimited PTO, paid parental and military leave, comprehensive health, dental, vision, life insurance, long‑term disability, 401(k) with matching, employee assistance program, and monthly wellness initiatives.

Critical Start welcomes people from all backgrounds. We prohibit discrimination or harassment based on any protected characteristic. This policy covers all employment aspects, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final date to receive applications:
January 31, 2026. Visit  to apply.