Customer Success Manager

Ready to make a real impactincybersecurity At Critical Startwerenot just protecting organizations;wereredefining howitsdone.Werea team united by an inspiring purpose: to stop breaches simplify security and shape the future of cyber defense. Ifyourepassionate aboutcutting-edgetechnology thrive in a collaborative environment and want your work to truly matteryouvefound your home.

We deliver 24x7 AI-accelerated human-validated detection investigation and response across IT and OT. This means we cut through the noise investigate real threats and take trusted SLA-backed actionall powered by the brightest minds and the latest AI. Since 2012wevebeen helping organizations outpace evolving attacks with fasterresponse fewer escalations and measurable risk reduction.

Innovationisntjust a buzzword here;itsour DNA. We pioneered the first MOBILESOC app for on-the-go detection and response infused AI into automated alert resolution toeliminatenoise and slashed investigation time by an astounding 99.3%.Weretransforming how security teams work and you could be a part of it. From AI-assisted triage to analyst copilots that elevate humanexpertise we combine machine intelligence with human judgment to deliveroutcomesourcustomerstrust.

Ifyourelooking for a high-trust high-impact team where your ideas are amplified by AI and valued by colleagues and customers alike Critical Start is the place for you. Come build the future of cybersecurity with us.

Wantto hear from our team Watchthese videosto gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.

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 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.

Required Qualifications:

• 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.

Desired Qualifications:

• 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. 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 the breakroom friendly competition arises with games like ping-pong bubble hockey machine foosball orthe gamingmachine. What harm does a little healthy competition among friends do

What does our Compensation and Benefits package entail

• Competitive salary with bonus potential

• Comprehensive health benefits with generous employer contributions for medical dental andvision

• 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

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 youencounterany suspicious requests do not respond and contact us directly at Thank you for helping usmaintaina safe and trustworthy hiring experience.

Critical Start welcomes people from all backgrounds andwalks 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

Itsimportant to note that specific physical and mental requirements may vary depending on the nature of theofficejob organization and individual responsibilities.

Physical:

• Stationary position for extended periods of time.

• Constantlyoperatea computer.

• Occasionally you maybe requiredto move equipment or other items up to 20 lbs.

• The ability to communicate information and ideas so others will understand.Mustbe able to exchangeaccurateinformation in these situations.

Mental:

• Must be able to apply established protocolsin a timely manner.

• Maketimelydecisions 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 includedin accordance withrequirements 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 $65000 - $100000 USD.

Additional Compensation:

This role is eligible for the following: Bonus compensation

Employment Benefits:

Comprehensive health benefits with generous employer contributions for medical dental and vision 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 February 28 2026.

How to Apply:

Interested candidates are invited to visit our career site and apply for the position: Experience:

Manager