Customer Success Manager
Own the post-sale experience for an international customer portfolio, establish onboarding and success practices, define metrics, run executive reviews, identify expansion opportunities, build AI-enabled workflows, and turn customer feedback into product input.
Responsibilities
- Build and ship a v1 onboarding playbook.
- Build production customer success workflows using ChurnZero, Salesforce, Gong, and product-usage telemetry.
- Define adoption benchmarks and account-specific success metrics.
- Identify and scope high-impact product-led growth plays.
- Run executive business reviews and QBRs with senior international stakeholders.
- Partner with account directors on expansion plays and co-own NRR targets.
- Synthesize customer feedback into prioritized product input.
- Design the customer success infrastructure and tooling stack.
- Handle urgent customer needs outside standard hours or on weekends when required.
Requirements
- Background in cyber, cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance environments.
- 5+ years of experience in onboarding engineering, customer success management, deployment strategy, or another post-sale role.
- Experience owning NRR, GRR, and expansion metrics.
- Domain credibility in cyber, national security, or financial crime.
- Experience building a customer success function, onboarding playbook, or PLG motion from scratch.
- Production experience building repeatable AI workflows that synthesize data from multiple sources.
- Ability to work independently with limited direction.
- Strong executive presence with senior government and financial institution stakeholders.
- Experience supporting international customers across regional, cultural, and time-zone differences.
Benefits
- Remote work