Associate Customer Success Manager, Scale
About the Opportunity
Most customer success roles provide a book of accounts and instruct to "not lose them." This role is different. You will be part of a team that collectively owns a segment of customers, rather than individually assigned accounts. You will pick up the next customer who needs assistance, resolve their issue, document it, and move on. The work is fast-paced, systematic, and high-volume. If this sounds like a grind, this role may not be for you. If it sounds like exactly the kind of structured, high-tempo work you thrive in, continue reading.
The organization is a Managed Detection and Response (MDR) company. Its customers are security teams who depend on the organization to catch threats and keep their organizations safe. Every interaction matters because the customer on the other end of that queue is trusting you with their security program. You need enough technical credibility to hold that trust without relying on a relationship built over months.
This function is being built from scratch. The playbooks, the automation, the operating model: all of it is being designed right now. You will not walk into a finished machine. You will walk into a team that is actively building one, with experienced leadership invested in getting it right.
What the Company Can Do For You
- Place you inside a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation.
- Provide experienced leadership that is actively building this model and invested in your development.
- Teach you security domain knowledge from the inside, working alongside SOC analysts and engineers who perform the technical work.
- Connect you with customers who genuinely care about their security programs, even in a scaled model.
- Offer a clear path, either into named Customer Success Manager (CSM) roles as you build relationship depth or deeper into scaled/digital CS as the function matures.
What You Can Do For the Company
- Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach.
- Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes.
- Monitor health signals and act on automated alerts, escalating when situations exceed the playbook.
- Participate in one-to-many customer motions: webinars, office hours, digital campaigns.
- Maintain technical credibility in every interaction, speaking knowledgeably about the organization's service and security operations basics.
- Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve.
- Provide surge support during security incidents affecting scale customers.
What You Should Bring With You
- 2+ years of customer-facing experience, ideally in support, success, or account management.
- At least 1 year of exposure to the security industry (operations, products, consulting, GRC, or incident response).
- Comfort with high-volume, queue-based work that requires frequent context-switching.
- Familiarity with the cybersecurity market: MDR, EDR, SIEM, NDR, cloud security, and what a real security program looks like.
- Strong written communication skills, clear and consistent across many interactions.
- Active listening skills and the ability to quickly understand customer context without deep account history.
- Comfort operating in an environment where the playbooks are still being written.
- A genuine bias toward getting better and a hunger for feedback.
Pay
The base salary range for this role is between $73,500 USD to $106,600 USD + bonus eligibility and equity. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data.
Benefits
- Unlimited PTO (which is modeled and encouraged)
- Work location flexibility
- Up to 24 weeks of parental leave
- Excellent health benefits