Senior Customer Success Manager
Own customer implementation, onboarding, technical support, and success for Adaptive's AI cybersecurity platform. Serve as first responder for issues, collaborate with Engineering on resolutions, relay product feedback, and shape CS processes in a fast-paced NYC-based startup.
About the job
Responsibilities
- Own all aspects of customer implementation, onboarding, and support.
- Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
- Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
- Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquiries.
- Collaborate with Engineering to escalate and resolve complex incidents, surfacing broader product or platform health concerns as needed.
- Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processes.
- Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
- Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction, ensuring customers achieve ongoing success with our platform.
Qualifications
- 4+ years of experience in a Customer Success, Implementation, Client Support, or similar role at a SaaS company.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills and a customer-first mindset.
- Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environment.
- Experience working with cross-functional teams to identify solutions to technical problems and quickly remediate for clients.
- A growth mindset and willingness to learn rapidly—both from customer interactions and from working closely with engineers and product managers.
Compensation & Benefits
- Competitive compensation and a fantastic office atmosphere.
- Premium healthcare and wellness benefits.
- Catered lunch in the NYC office, Monday - Friday.
Skills
Customer Success, Implementation, Client Support, Troubleshooting, Problem Solving, SaaS, Technical Support
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