Customer Success Manager

3 months, 4 weeks ago
Full-time
Senior
Customer and Technical Support
HiddenLayer

HiddenLayer

HiddenLayer offers a noninvasive AI security solution to protect enterprises' machine learning models, ensuring the safeguarding of critical products without adding complexity or requiring access to raw data.

IT Services
11-50
Founded 2022
$88M raised

Description

  • Manage ongoing communication with a portfolio of enterprise accounts through regular check-ins, status updates, and account emails.
  • Join customer calls, take notes, track action items, and ensure ownership is assigned and followed through internally.
  • Handle scheduling coordination and other post-call follow-up to keep accounts moving efficiently.
  • Keep Jira tickets current, properly labeled, and progressing.
  • Maintain accurate account health notes and scores to provide a clear view of customer status.
  • Proactively inform the VP of Customer Success about account health, risks, and items needing escalation.
  • Partner with Solution Architects during onboarding to ensure a smooth customer transition from Sales.
  • Work with Technical Support Engineering to triage issues, route cases, and manage customer communication during resolution.
  • Keep Account Directors informed on renewal timing, at-risk accounts, and upsell opportunities.
  • Monitor product adoption and support customer communication during escalations.

Requirements

  • 5+ years of experience in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company.
  • Experience managing enterprise accounts with both technical and executive stakeholders.
  • Strong organizational skills with a track record of keeping follow-ups and action items on track.
  • Strong written and verbal communication skills for customer emails, calls, and internal handoffs.
  • Proactive, forward-looking approach to account management.
  • Familiarity with tools like Jira or Salesforce is a plus.
  • Background in cybersecurity or AI/ML is a plus, but not required.

Benefits

  • Fully remote global team with intentional in-person meetups a couple of times a year.
  • Generous home office stipend, annual workspace upgrades, and a monthly internet/phone stipend.
  • Five fully subsidized health plan options.
  • Vision, dental, and 401(k) offerings.
  • Unlimited and flexible PTO for salaried employees.
  • 15 paid company holidays.
  • Dedicated learning and development fund for training, conferences, certifications, and industry events.

Interested in this position?

Apply directly on the company website

Apply Now

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