Digital Customer Success Manager at Halcyon

What we do: Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware. Who we are: Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), Fireye and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers. As a remote-native, completely distributed global team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs. The Role: We are looking for an experienced Digital Customer Success Manager to join our Customer, Value and Trust (CVT) team. This role will be at the intersection of AI, digital engagement strategy, and post-sales customer success. You will design and execute AI-driven and digital-first programs that meaningfully improve customer engagement, accelerate product adoption across the post-sales journey. You are equal part technical and strategic: comfortable writing SQL, configuring CS platforms, designing automation workflows, and experimenting with AI tooling to drive smarter customer engagement. Responsibilities: • Design, build, and continuously iterate on AI-powered digital programs that drive measurable outcomes across the post sales customer journey, including onboarding adoption, and expansion. • Write SQL queries to extract, analyze, and operationalize customer data, including usage trends, adoption signals and churn indicators. • Develop and operationalize automated engagement sequences using AI and digital channels tailored to customer segment, behavior, and lifecycle stage. • Build and maintain digital success programs (self-service, automation, in product guidance) in collaboration with Customer Marketing • Leverage behavior data and customer signals to personalize digital touchpoints and deliver the right message to the right customer at the right time. • Act as a cross-functional bridge translating customer needs into technical and programmatic solutions. • Develop reusable playbooks and scalable solutions that can be adopted across teams Skills and Qualifications: • 4+ years of experience in technical CS, CS Operations, or a related post-sales function at a SaaS, cybersecurity, or enterprise technology. • Demonstrated experience designing and executing digital or tech-touch customer programs at scale. • Solid SQL skills – you can independently write queries to pull an analyze customer data without relying on a data team for every request • Strong analytical mindset – able to interpret data and translate insights into clear, actionable recommendations. • Familiarity with AI and machine learning tools, APIs, or automation platforms • Excellent communication and storytelling skills; able to translate technical program logic and data insights to non-technical audiences. • Comfortable working cross functionally with CS, Product, Data and Marketing • A customer-centric mindset with a relentless focus on driving measurable business value. Benefits: Halcyon offers the following benefits to eligible employees: • Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents. • Short and long-term disability coverage, basic life and AD&D insurance plans. • Medical and dependent care FSA options. • 401k plan with a generous employer contribution. • Flexible PTO policy. • Parental leave. • Generous equity offerings. The Company reserves the right to modify or change these benefits programs at any time, with or without notice. The expected base salary range for this position is $140,000 - $160,000. Compensation varies based on a variety of factors which include (but are not limited to) role level, skills and competencies, qualifications, knowledge, location, and experience. In addition to base pay, certain roles are eligible to participate in our bonus or commission plans, as well as our benefits offers, and equity awards. In accordance with applicable state and federal laws, the range provided is Halcyon’s reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and equity in the Company. We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional product we are building. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity employer.