adaptivesecurity - Founding Senior Customer Success Manager, London
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 4+ years of experience in Customer Success, Implementation, Technical Support, or a similar client-facing role at a SaaS company. • Experience supporting enterprise or mid-market customers in a technical or product-led environment. • Strong troubleshooting and problem-solving skills, with the ability to translate technical concepts into clear, customer-friendly guidance. • Excellent written and verbal communication skills, with a customer-first mindset. • Proven ability to juggle multiple priorities and thrive in a fast-paced, high-growth startup environment. • Experience collaborating with cross-functional teams to diagnose issues and deliver timely solutions. • A growth mindset and eagerness to learn quickly—both from customers and from working closely with engineers and product managers. • Bonus: experience in cybersecurity, AI, or highly regulated industries (e.g. financial services, healthcare).
Responsibilities
• Own all aspects of customer implementation, onboarding, and ongoing support for enterprise customers. • Lead customer kick-off calls, setting clear expectations and ensuring a smooth, successful deployment. • Act as the first point of contact for customer-reported issues, delivering prompt troubleshooting and clear communication through to resolution. • Proactively monitor and manage support channels (email, chat, ticketing systems), ensuring timely and high-quality responses. • Partner closely with Engineering to escalate, track, and resolve complex technical issues, while identifying broader platform or reliability trends. • Collaborate cross-functionally with Product, Design, Sales, and Leadership to continuously improve customer experience, tooling, and processes. • Serve as the voice of the customer by gathering feedback, identifying product gaps, and influencing feature development. • Build scalable customer success playbooks, documentation, and best practices as the function grows. • Consistently exceed customer expectations across responsiveness, quality of support, and overall satisfaction.
Benefits
• Equity options mentioned but no specific details given; therefore cannot be listed as a bullet point benefit without further information. • Insurance benefits may exist but no specifics were provided in the job posting text given; therefore cannot be listed as a bullet point benefit without further information. • Remote work options are mentioned but no specific details given; therefore cannot be listed as a bullet point benefit without further information from the provided text.
No credit card. Takes 10 seconds.