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SeniorFull-timeRustAI
Salary Range
$49,725 - $67,275 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Success Manager to join Adaptive, a cybersecurity startup focused on stopping AI-powered cyberattacks. This is a highly impactful, hands-on role with significant autonomy to define and build customer onboarding, implementation, and support processes across the EMEA region.
Key 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, ensuring timely and high-quality responses.
- →Partner closely with Engineering to escalate, track, and resolve complex technical issues.
- →Collaborate cross-functionally with Product, Design, Sales, and Leadership to continuously improve customer experience.
- →Build scalable customer success playbooks, documentation, and best practices.
- →Consistently exceed customer expectations across responsiveness, quality of support, and overall satisfaction.
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 from customers and from working closely with engineers and product managers.
- ✓Bonus: experience in cybersecurity, AI, or highly regulated industries.
