Customer Success Manager

Who We Are

Ready to make a real impact in cybersecurity? At Critical Start, we’re not just protecting organizations; we’re redefining how it’s done. We’re a team united by an inspiring purpose: to stop breaches, simplify security, and shape the future of cyber defense. If you’re passionate about cutting‑edge technology, thrive in a collaborative environment, and want your work to truly matter, you’ve found your home.

We deliver 24/7 AI‑accelerated, human‑validated detection, investigation, and response across IT and OT. From AI‑assisted triage to analyst copilots, we combine machine intelligence with human judgment to deliver outcomes our customers trust. Since 2012, we’ve helped organizations outpace evolving attacks with faster response, fewer escalations, and measurable risk reduction.

We are looking for an experienced Customer Success Manager to join our team! The ideal candidate is customer‑focused, detail‑oriented, and passionate about delivering exceptional service. With strong communication and organizational skills, you will guide customers through their post‑sales journey, ensuring they achieve their desired outcomes and receive ongoing value from our solutions.

• Delivering Customer Value:
  Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle. Build strong relationships by understanding customer needs and showcasing success stories.
• Customer Engagement:
  Conduct regular reviews, including Quarterly Business Reviews (QBRs), to highlight measurable results, ROI, and alignment with customer objectives. Maintain proactive communication to address customer challenges and identify areas for improvement.
• Risk Management:
  
  Monitor customer satisfaction and identify potential risks to their success. Implement strategies to mitigate risks and resolve escalations effectively.
• Cross‑Functional
  
  Collaboration:
  
  Partner with internal teams—Product, Marketing, and Security Operations—to incorporate customer feedback and improve service offerings. Support process improvements and share best practices to enhance the overall customer experience.
• Special Projects:
  Participate in initiatives that improve team efficiency and contribute to knowledge‑sharing across the organization.

• 2+ years of experience in customer success, account management, or a related role.
• Proven ability to manage multiple customer accounts with a focus on retention and measurable 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 to customer challenges.
• Ability to collaborate across teams and escalate issues effectively when necessary.

• Experience in a similar role within the cybersecurity, SaaS, or technology industries.

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping‑pong, bubble hockey machine, foosball, or the gaming machine.

The total compensation range (base) being offered for this role is $65,000 – $100,000 USD. This role is eligible for bonus compensation.

• Competitive salary with bonus potential
• Comprehensive health benefits with generous employer contributions for medical, dental, and vision
• Additional Ancillary Benefits offered at 100% employee contribution
• Unlimited PTO (Paid Time Off) policy
• Paid Parental and Military Leave
• Dental and Vision Plan
• Employer‑provided Life Insurance, Long‑Term Disability, and Short‑Term Disability coverage
• Additional Voluntary Life Insurance coverage
• 401(k) Plan with Matching Program
• Mines Employee Assistance Program
• Monthly Wellness Initiatives
• Optional Pet Benefits Discount Plan

• Stationar…