Manager of Customer Success
Manager of Customer Success
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Job Description
Who We Are
At Critical Start were 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 weve 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 whats best for our customers.
- Do whats best for our team members.
- Dont 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 daywhether 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 industryweve received accolades that prove were doing something right.
- A supportive environment where you belong and your contributions truly matter as one team member put it:Every day presents new challenges and opportunities for growth and the culture is unlike any other.
Who You Are
As the Manager of Customer Success you will lead support and develop a team of talented customer success professionals while driving the execution of our overall customer success strategy. In this role you will collaborate closely with teams across the organization including sales marketing and product to align our offerings with customer needs and ensure outstanding customer experiences.
We are looking for a candidate with experience in team management a strong ability to mitigate churn risk and excellent communication and presentation skills. We value individuals who bring diverse perspectives and foster an inclusive environment where everyone can thrive.
What You Will Be Doing
- Lead a diverse team of Customer Success Managers to achieve company objectives by providing support developing and delivering inclusive training programs and monitoring performance to ensure responsibilities and tasks are effectively fulfilled.
- Coach and mentor team members to strengthen customer relationships identify growth opportunities encourage participation in the customer reference program and facilitate meaningful high-quality business conversations with customers.
- Oversee daily operations including data analysis goal setting career development performance management and process improvement fostering an inclusive and supportive environment.
- Support onboarding of new Customer Success Managers ensuring a welcoming and inclusive experience that sets them up for success.
- Act as an escalation point providing guidance to Customer Success Managers during customer discussions and navigating escalations efficiently.
- Drive strategic initiatives by taking ownership of key Customer Success projects optimizing and scaling processes.
- Develop and deliver communication plans that showcase our solutions value through inclusive human- and digital-touch campaigns tailored to diverse customer needs.
- Advocate for the voice of the customer by identifying trends sharing actionable insights and collaborating with internal teams to address issues.
What You Will Bring
Required Qualifications:
- BA/BS degree or equivalent experience in a customer success leadership role.
- 5 years of experience in a Customer Success role.
- 3 years of people management experience including coaching development and performance management overseeing a team of Customer Success Managers in a high-growth environment.
- Strong communication skills with the ability to clearly articulate ideas verbally and in writing using explicit and inclusive language. Effectively communicating the value and impact of our solutions is essential.
- Skilled in negotiation risk mitigation and presentations with a focus on fostering inclusive and collaborative interactions during negotiations and risk assessment.
- Familiarity with customer success metrics such as Gross Revenue Retention (GRR) Monthly Recurring Revenue (MRR) Annual Recurring Revenue (ARR) and Churn. We encourage candidates to bring their unique analytical expertise to these metrics.
- Proven experience in customer relationship management with a comprehensive understanding of the customer journey and a focus on addressing the diverse needs and experiences of customers.
- Proficiency with CRM tools particularly Gainsight and experience with MS Office tools such as Excel and PowerPoint.
- Strong organizational skills and attention to detail ensuring responsiveness to the unique needs of customers and internal teams. Experience working collaboratively with cross-functional teams is highly valued.
- Professionalism in managing challenging customer interactions demonstrating respect inclusivity and the ability to navigate complex situations with minimal supervision.
- Ability to multitask prioritize and excel in a fast-paced environment. We welcome candidates who thrive in dynamic and collaborative work settings.
- A strong sense of ownership and accountability driving personal and team goals while fostering a supportive and inclusive work environment.
- Travel up to 25% of the time may be for client visits conferences and work-related events.
Desired Qualifications:
- Experience in a leadership position within the cybersecurity industry with a strong understanding of cybersecurity concepts is a plus.
- Previous experience in sales or project management is a plus
What Its Like Working Here
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. 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
What does our Compensation and Benefits package entail
- 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
- Additional Voluntary Life Insurance coverage
- 401(k) Plan with Matching Program
- Mines Employee Assistance Program
- Monthly Wellness Initiatives
- Optional Pet Benefits Discount Plan
We 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 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 whats 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.
This policy encompasses all aspects of employment including recruitment hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
Mental and Physical Requirements
Its 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.
For positions that can or will be performed in whole or in part remotely within the U.S. range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors including but not limited to location of the role individual competencies education/professional certifications experience performance in the role and potential for revenue generation (sales roles only).
Compensation:
The total compensation range (base) being offered for this role is $130000 - $140000 USD.
Additional Compensation:
This role is eligible for the following: Bonus compensation
Employment Benefits:
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 (up to $100K coverage) Long-Term Disability and Short-Term Disability coverage 401(k) Plan with Matching Program 24/7/365 availability of Employee Assistance Program.
Application Deadline:
The application deadline for this position is July 31 2025.
How to Apply:
Interested candidates are invited to visit our career site and apply for the position: Experience:
Manager
Employment Type
Full-Time
Key Skills
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