Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $120k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Swimlane

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

💰 $45M Private Equity Round - Swimlane on 2025-06

Cybersecurity • SaaS • Artificial Intelligence

Swimlane is an AI-driven security automation company that provides a cloud-native SaaS platform (Swimlane Turbine) for Security Operations Centers, MSSPs, and enterprises. Its platform combines agentic AI agents, low-code playbooks, extensive integrations, case management, dashboards, and reporting to automate incident response, threat hunting, vulnerability management, compliance audits, and business continuity workflows. Swimlane focuses on reducing alert fatigue, lowering mean-time-to-respond, and enabling scalable, multi-tenant managed security services through automation and explainable AI.

📋 Description

• Own the post-sale experience for a portfolio of enterprise customers • Drive retention, expansion, and product adoption • Act as a trusted advisor to security leaders • Use AI-driven insights, CRM systems, and customer success platforms to proactively manage risk, deliver value, and scale impact • Own customer health, satisfaction, and net revenue retention targets • Drive adoption and value realization using product usage data, health scores, and predictive risk signals • Identify and mitigate churn risk through proactive, cross-functional action plans • Build relationships with executive sponsors and day-to-day users • Lead strategic customer reviews using clear, data-backed insights • Partner with Sales on renewals, expansions, and growth opportunities • Manage sales-to-delivery transitions and support new product rollouts • Track and escalate priority support issues while managing customer expectations • Maintain accurate customer data and success plans in CRM and Customer Success platforms • Improve Customer Success processes through automation and AI-enabled workflows • Work cross-functionally with Sales, Product, Support, and Operations • Serve as a key voice of the customer within the organization

🎯 Requirements

• 5+ years in enterprise B2B software roles • 3+ years in Customer Success managing large customers • Experience working with complex, technical products; cybersecurity experience preferred • Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero) • Comfort using product usage analytics, dashboards, and customer health metrics • Strong analytical, communication, and executive-facing skills • Ability to thrive in a fast-paced SaaS environment • Experience using AI copilots, automation, or predictive analytics in Customer Success (bonus) • Background in high-growth SaaS or cybersecurity environments (bonus) • Experience in SecOps environments (bonus) • Demonstration / Experience in previous technical roles (major +)

🏖️ Benefits

• Competitive Benefits & Compensation • Stock Options • Training & Professional Development Opportunities • MacBook Pro • Great Company Culture • Collaboration and innovation • Give-back Volunteering Opportunities • Variable compensation