Customer Success Manager

Company: Critical Start
Location: Washington
Posted on: April 15, 2025

Job Description:

Who We AreAt Critical Start, we're on a mission to make everyone a valued member of a winning team, united by an inspiring purpose: shaping the future of cybersecurity. Since 2012, we've been dedicated to safeguarding organizations from cyberattacks, preparing for evolving threats, and earning recognition for our innovative contributions to the industry.We thrive in an agile, collaborative environment that fosters creativity and action. At Critical Start, innovation drives everything we do. We pioneered the first MOBILESOC app for on-the-go threat detection and response, automated alert resolutions to maximize efficiency, and cut alert investigation time by 99.3% - transforming the way cybersecurity teams work. Our team and customers genuinely value the impact we make every day.Everything we do is grounded in our three core principles:

• Do what's best for our customers.
• Do what's best for our team members.
• Don't do things that suck.Want to hear more from our team? Watch this video to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.What can we offer you?
  • A chance to make an impact every day-whether protecting customers or contributing to a greater mission.
  • Collaboration with talented, supportive teammates who value accountability and growth.
  • A commitment to continuous improvement, striving for excellence, and breaking past mediocrity.
  • A culture of learning, innovation, and inclusivity, where every idea matters.
  • Recognition for being at the forefront of the industry-we've received accolades that prove we're doing something right.
  • A supportive environment where you belong and your contributions truly matter.Who You AreWe 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.What You Will Be Doing?
    • 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, such as 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.What You Will Bring?Required Qualifications:
      • 5+ 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.Desired Qualifications:
        • Experience in a similar role within the cybersecurity, SaaS, or technology industries.What It's Like Working HereImagine 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. However, we believe in not taking ourselves too seriously.Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.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. What harm does a little healthy competition among friends do?Compensation and Benefits
          • Competitive salary with bonus potential
          • 100% employee coverage for healthcare/50% coverage for dependents
          • 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
          • 401(k) Plan with Matching Program
          • Mines Employee Assistance Program
          • Monthly Wellness Initiatives
          • Optional Pet Benefits Discount PlanWe prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at recruiting@criticalstart.com. Thank you for helping us maintain a safe and trustworthy hiring experience.Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to "Do what's best for our employees," and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.Mental and Physical RequirementsIt's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.Physical:
            • Stationary position for extended periods of time.
            • Constantly operate a computer.
            • Occasionally you may be required to move equipment or other items up to 20 lbs.
            • The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.Mental:
              • Must be able to apply established protocols in a timely manner.
              • Make timely decisions in the context of workflow.
              • Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
              • Ability to work effectively and efficiently in high stress situations.
              • Ability to simultaneously address multiple complex problems.Compensation:The total compensation range (base) being offered for this role is [$75,000 - $85,000 USD].Additional Compensation:This role is eligible for the following: Bonus compensation.Application Deadline:The application deadline for this position is January 31, 2025.How to Apply:Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/
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Keywords: Critical Start, Washington DC , Customer Success Manager, Executive , Washington, DC