[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. HiddenLayer is a company focused on protecting technologies from adversarial AI attacks. They are seeking a Customer Success Manager who will manage a portfolio of enterprise accounts, ensuring customers feel supported and informed while maintaining communication and tracking account health.

Responsibilities

• Manage ongoing communication across your portfolio: regular check-ins, status updates, and account emails
• Join customer calls, take notes, keep things on track, and make sure every action item is captured and assigned
• Own all follow-up after calls; track who owns what internally and make sure things actually get done
• Handle scheduling coordination so the rest of the team doesn't have to
• Keep Jira tickets current, correctly labeled, and moving
• Maintain accurate health notes and scores so the team always has a real view of account status
• Proactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalation
• Work alongside the Solution Architect team during onboarding. The SA handles technical setup; you own the customer relationship and make sure nothing gets lost in the transition from Sales
• Partner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolved
• Keep Account Directors informed ahead of renewals, flag at-risk accounts early, and surface upsell opportunities for them to run with. Be the source of truth on day-to-day account context
• Help new customers see value quickly. Onboarding doesn't end when the contract is signed
• Monitor product adoption and flag low engagement before it becomes a problem
• Own customer communication during escalations

Skills

• 5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company
• Experience managing enterprise accounts across technical and executive stakeholders
• Exceptionally organized, with a track record of keeping follow-ups and action items from slipping
• Strong written and verbal communication skills; clear customer emails, productive calls, clean internal handoffs
• Proactive, you stay ahead of accounts rather than waiting for customers to come to you
• Familiarity with tools like Jira or Salesforce is a plus
• Background in cybersecurity or AI/ML is a plus, but not required

Benefits

• Fully Remote: We are a completely remote global team. Though we’re distributed, we are intentional about getting the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses.
• Comprehensive Health & Wellness Benefits: Better than your average startup healthcare benefits. With five options to choose from, of which are fully subsidized by HiddenLayer, we offer a variety of options to fit each person’s needs. We also offer vision, dental, and 401k offerings.
• Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
• Commitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.
• Diversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.

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