Associate Customer Success Manager, Scale

About the Role

This opportunity is with a partner company in the United States seeking an Associate Customer Success Manager focused on scaling customer success within a fast-paced, technology-oriented environment specialized in cybersecurity. The role centers on helping customers thrive by managing interactions, resolving challenges, and enhancing operational workflows.

Key Responsibilities

• Implement customer success processes for a large customer segment, including onboarding, health monitoring, renewal preparations, and proactive engagement.
• Handle customer inquiries via shared support channels, efficiently resolving issues and improving documentation and internal procedures.
• Establish trust through technical knowledge and awareness of cybersecurity operations and security program basics.
• Track customer health metrics, respond to automated alerts, and escalate complex issues as needed.
• Contribute to one-to-many customer engagement activities like webinars, office hours, digital campaigns, and educational events.
• Consistently deliver high-quality customer interactions while managing multiple priorities and switching contexts frequently.
• Identify improvements in success playbooks, operational processes, and automation by providing constructive feedback.
• Assist customers during security incidents by ensuring prompt communication and facilitating issue resolution.
• Collaborate with cross-functional teams to enhance the overall customer experience and help develop scalable customer success operations.

Qualifications and Experience

• Over two years of experience in customer-facing roles such as customer success, support, or account management.
• Minimum one year of exposure to the cybersecurity domain, including areas like security operations, product knowledge, consulting, governance, risk and compliance, or incident response.
• Understanding of cybersecurity concepts including MDR, EDR, SIEM, NDR, cloud security, and modern security programs.
• Ability to thrive in a high-volume, queue-focused environment necessitating excellent organization, prioritization, and adaptability.
• Exceptional written communication skills and the aptitude to clearly articulate across numerous customer engagements.
• Strong active listening capabilities and quick comprehension of customer requirements without extensive background information.
• Comfortable adhering to structured procedures while seeking ways to optimize processes.
• Adaptability to evolving environments with continuous playbook and process development.
• A growth mindset, openness to feedback, rapid learning capacity, and dedication to ongoing improvement.
• Robust problem-solving abilities combined with a customer-centric approach to achieve valuable results.

Benefits and Perks

• Competitive base salary ranging between $73,500 and $106,600 USD, with bonus eligibility and equity options.
• Remote work flexibility within the U.S.
• Unlimited paid time off promoting flexibility and work-life balance.
• Comprehensive medical benefits with excellent coverage choices.
• Paid parental leave up to 24 weeks.
• Opportunities for career advancement within the fields of customer success and cybersecurity.
• Exposure to experienced cybersecurity professionals to deepen industry expertise.
• Chance to influence the creation of a new customer success function and scalable operating models.

Additional Information

This position is handled by a partner company managing recruitment and subsequent procedures. The role supports a high-volume customer segment within cybersecurity, requiring balancing advocacy, technical skills, and process refinement. The company uses an AI-powered application review process to ensure objective candidate evaluation. Final hiring decisions are made by the partner company.