Customer Success Manager

HiddenLayer is a pioneering company protecting the world’s most valuable technologies from adversarial AI attacks. We are looking for a dedicated Customer Success Manager to join our fully remote team and manage a portfolio of enterprise accounts, ensuring our customers are supported, informed, and achieving success with our innovative security solutions.

Key responsibilities

• Manage ongoing communication across your portfolio, including regular check-ins, status updates, and account emails.
• Own all follow-up after customer calls, tracking internal action items and ensuring they are completed.
• Maintain accurate health notes and scores in Jira to provide the team with a clear view of account status.
• Partner with the Solution Architect team during onboarding and collaborate with Technical Support Engineering to triage and resolve customer issues.
• Monitor product adoption and proactively flag risks or upsell opportunities to Account Directors.

Requirements

• 5+ years of experience in Customer Success or Technical Account Management within a B2B SaaS or cybersecurity environment.
• Proven track record of managing enterprise accounts across both technical and executive stakeholders.
• Exceptional organizational skills with the ability to manage complex follow-ups and action items.
• Strong written and verbal communication skills, with a proactive approach to account management.
• Familiarity with tools such as Jira or Salesforce is considered a significant plus.

What we offer

• Fully remote work environment with a generous stipend for home office setup and monthly internet/phone expenses.
• Comprehensive health, vision, and dental benefits, with multiple options fully subsidized by the company.
• Unlimited and flexible time off policy, plus 15 paid company holidays.
• Dedicated learning and development fund to support your professional growth, training, and certifications.