Associate Customer Success Manager, Scale
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Associate Customer Success Manager, Scale based in the United States.
This role offers the opportunity to help customers succeed within a fast-paced, technology-driven environment focused on cybersecurity.
You will support a high-volume customer segment by delivering structured, impactful experiences that build trust and long-term value.
Working as part of a collaborative customer success team, you will manage customer interactions, resolve challenges, and improve operational processes.
The position combines customer advocacy, technical understanding, and process optimization to support critical security programs.
You will contribute to building scalable customer success practices, improving playbooks, and shaping how teams support customers at scale.
This is an ideal opportunity for someone who thrives in structured environments, enjoys problem-solving, and wants to grow within cybersecurity.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Associate Customer Success Manager, Scale based in the United States.
This role offers the opportunity to help customers succeed within a fast-paced, technology-driven environment focused on cybersecurity.
You will support a high-volume customer segment by delivering structured, impactful experiences that build trust and long-term value.
Working as part of a collaborative customer success team, you will manage customer interactions, resolve challenges, and improve operational processes.
The position combines customer advocacy, technical understanding, and process optimization to support critical security programs.
You will contribute to building scalable customer success practices, improving playbooks, and shaping how teams support customers at scale.
This is an ideal opportunity for someone who thrives in structured environments, enjoys problem-solving, and wants to grow within cybersecurity.
Accountabilities:
- Execute customer success workflows across a scaled customer segment, including onboarding activities, health checks, renewal preparation, and proactive outreach.
- Manage customer requests through shared support channels, resolving issues efficiently while documenting outcomes and improving internal processes.
- Build trust with customers by demonstrating technical credibility and understanding of cybersecurity operations and security program fundamentals.
- Monitor customer health indicators, respond to automated alerts, and escalate complex situations when they require additional support.
- Support one-to-many customer engagement initiatives, including webinars, office hours, digital campaigns, and educational programs.
- Maintain consistent, high-quality customer interactions while managing multiple priorities and frequent context switching.
- Identify opportunities to improve customer success playbooks, processes, and automation by sharing feedback and operational insights.
- Provide additional support during security incidents impacting customers, helping ensure timely communication and effective resolution.
- Collaborate with internal teams to improve customer experiences and contribute to the development of scalable success operations.
- 2+ years of customer-facing experience in customer success, support, account management, or a related role.
- At least 1 year of experience or exposure within the cybersecurity industry, including security operations, products, consulting, governance, risk, compliance, or incident response.
- Familiarity with cybersecurity concepts such as MDR, EDR, SIEM, NDR, cloud security, and modern security programs.
- Comfortable working in a high-volume, queue-based environment that requires organization, prioritization, and rapid context switching.
- Strong written communication skills with the ability to clearly communicate across multiple customer interactions.
- Strong listening skills and the ability to quickly understand customer needs without extensive account history.
- Ability to follow structured processes while also identifying opportunities for improvement.
- Comfortable working in an evolving environment where processes and playbooks are continuously developed.
- Growth-oriented mindset with a willingness to receive feedback, learn quickly, and continuously improve.
- Strong problem-solving skills and a customer-focused approach to delivering meaningful outcomes.
- Competitive base salary range of $73,500–$106,600 USD, plus bonus eligibility and equity opportunities.
- Remote work flexibility within the United States.
- Unlimited paid time off designed to encourage flexibility and work-life balance.
- Comprehensive health benefits with excellent medical coverage options.
- Paid parental leave of up to 24 weeks.
- Opportunities for professional development and career growth within customer success and cybersecurity.
- Opportunity to work alongside experienced security professionals and gain deeper industry expertise.
- The chance to contribute to building a new customer success function and scalable operating model.