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Prophet Security · 4 weeks ago

Principal Customer Success Manager

United States

Full-time

Remote

Lead/Staff

$188K/yr - $220K/yr

Prophet Security is on a mission to automate security operations, and they are seeking a Principal Customer Success Manager to lead enterprise customer relationships. The role involves ensuring customer efficiency with the AI SOC analyst and scaling internal Success operations while collaborating with various teams to translate feedback into actionable priorities.

Artificial Intelligence (AI)ComputerNetwork SecuritySecurity

Responsibilities

Drive Value Realization: Define and track "Value Milestones" for enterprise customers, specifically measuring time savings and alert-fatigue reduction generated by the AI SOC analyst

Manage Enterprise Account Health: Execute quarterly business reviews (QBRs) and health assessments for key accounts, maintaining a Net Retention Rate (NRR) of 110% or higher

Scale Success Infrastructure: Design and implement the team structures, playbooks, and support workflows required to scale the organization as we continue to grow total revenue

Optimize User Journeys: Map and refine the end-to-end customer lifecycle to increase platform adoption and decrease time-to-value for new deployments

Feedback Loop Integration: Synthesize customer investigation processes and detection gaps into structured product requirements for the Engineering and Security Operations team

Strategic Advisory: Serve as a subject matter expert for customer security leaders, aligning Prophet AI’s capabilities with their broader cybersecurity strategy and tool consolidation goals

Qualification

Cybersecurity OperationsCustomer Success MetricsSecurity Tooling EcosystemsAutomation in SecurityAPI-led integrationsCloud InfrastructureCross-Functional OrchestrationEmpathetic LeadershipResilient Problem-SolvingTransparent CommunicationStrategic Thinking

Required

Expert-level knowledge of Cybersecurity Operations: You can train others on alert triage, investigation workflows, and the common challenges of the modern SOC

Expert-level knowledge of Customer Success Metrics: You can build and manage data-driven models for churn prediction, NRR, and health scoring

Working knowledge of Security Tooling Ecosystems: You can navigate and strategize with common SIEM, EDR, and SOAR platforms

Familiarity with Automation in Security: You understand the basic mechanics of how security automation works and can interpret logic to translate objectives

Familiarity with API-led integrations and Cloud Infrastructure: You understand how Prophet AI connects to customer environments and can troubleshoot high-level connectivity issues

Cross-Functional Orchestration: Ability to lead projects across Sales, Product, Marketing, and Engineering to resolve customer friction points and improve our go-to-market material

Empathetic Leadership: A deep understanding of the high-stress environment security analysts and our own customer success managers face, using this empathy to drive product improvements

Resilient Problem-Solving: Maintaining a calm, practical approach to troubleshooting and account management during critical security incidents or technical hurdles

Transparent Communication: The ability to provide honest, clear feedback to both customers and internal stakeholders, even when delivery is difficult

Strategic Thinking: Ability to see beyond individual tickets to recognize broader trends in the market and customer behavior