Customer Success Manager

🕒 il y a 16 jours

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HiddenLayer

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2022

🤖 Intelligence artificielle

🔒 Cybersecurity

💳 Fintech

Artificial Intelligence • Cybersecurity • Fintech

HiddenLayer est la première plateforme de sécurité dédiée à l'intelligence artificielle (AI), conçue pour protéger les modèles AI contre les attaques adversariales susceptibles de menacer les avantages concurrentiels. En partenariat avec Microsoft Azure, HiddenLayer propose une suite de solutions — AI Detection & Response, Security Scanning et reporting automatisé — pour sécuriser les algorithmes de machine learning (ML) sans nécessiter d'accès aux données sous-jacentes. Fondée par des professionnels chevronnés de l'AI et de la sécurité, HiddenLayer offre aux entreprises un moyen simple et efficace de protéger leurs actifs AI.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.