Customer Success Manager

🕒 May 19

🌏 Anywhere in the World

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 32%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HiddenLayer

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤖 Artificial Intelligence

🔒 Cybersecurity

💳 Fintech

Artificial Intelligence • Cybersecurity • Fintech

HiddenLayer is the first dedicated security platform for artificial intelligence, designed to protect AI models from adversarial attacks that can threaten business advantages. Partnered with Microsoft Azure, HiddenLayer provides a suite of solutions including AI detection and response, security scanning, and automated reporting to safeguard machine learning algorithms without needing access to the underlying data. Founded by professionals with extensive backgrounds in AI and security, HiddenLayer aims to provide a straightforward and effective way for enterprises to secure their AI assets.

📋 Description

• Manage ongoing communication across an enterprise account portfolio, including check-ins, status updates, and account emails • Join customer calls, take notes, track action items, and assign ownership • Own post-call follow-up and ensure internal tasks are completed • Coordinate scheduling • Keep Jira tickets current, correctly labeled, and moving • Maintain accurate account health notes and scores • Inform the VP of Customer Success about account health, risks, visibility needs, and escalations • Collaborate with Solution Architects during onboarding and own the customer relationship • Partner with Technical Support Engineering to triage issues, route them to the appropriate engineer, and manage customer communication • Keep Account Directors informed ahead of renewals, flag at-risk accounts, and surface upsell opportunities • Help new customers realize value quickly and monitor product adoption • Own customer communication during escalations

🎯 Requirements

• 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 • Proactive approach to account management • 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 global team • Generous home office setup stipend • Annual home office upgrades • Monthly internet/phone expense stipend • Five health insurance options, with some fully subsidized by HiddenLayer • Vision benefits • Dental benefits • 401(k) offerings • Unlimited and flexible time off for salaried employees • 15 paid company holidays • Dedicated learning and development fund for training, conferences, certifications, and industry events • Intentional team gatherings a couple of times a year • Equal opportunity workplace