Sr Scaled Customer Success Manager (Cybersecurity)

TL;DR

Sr Scaled Customer Success Manager (Cybersecurity SaaS): Own a book of 150-200 SMB and Mid-Market accounts totaling $2-5M ARR, managing customer lifecycle touchpoints at scale with an accent on adoption, retention, and expansion. Focus on proactive async communications, self-serve onboarding, cross-functional collaboration with GTM and EPD teams, and playbook development for scaled success.

Location: Remote-first workplace with an office in San Francisco, California

Salary: $150,000 - $175,000

Company

Remote-first SaaS company providing cybersecurity solutions for email and identity management.

What you will do

• Fully own your book of business of 150-200 accounts totaling $2-5M ARR.
• Support customers through lifecycle touchpoints at scale, including process improvements and escalated support.
• Co-own self-serve onboarding with Product and Knowledge Management teams.
• Build account plans with Sales to drive onboarding, adoption, renewal, and expansion.
• Deliver proactive async touchpoints like feature updates and roadmap shares.
• Act as an internal advocate for scaled customers.

Requirements

• 3+ years in Scaled Customer Success, Technical Account Management, or similar SaaS customer-facing role
• 3+ years hands-on with SQL or coding, including custom API integrations; domain expertise in security products, cloud email, Google Workspace/Microsoft 365, SSO
• Data-driven mindset to interpret analytics, drive adoption, mitigate risk, identify expansions
• Strong project management for multitasking across large book of business
• Collaboration experience with Engineering, Product, Support, Sales teams
• Growth mindset for ambiguous, rapidly changing environments

Culture & Benefits

• Remote-first workplace
• Opportunity to help mature and scale the nascent Scaled CS team
• Cross-functional partnerships with GTM and EPD teams