Customer Success Manager

🕒 May 19

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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 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.

🎯 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; 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.