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Critical Start · 1 day ago

Sr. Customer Success Manager

Washington, DC

Full-time

Onsite

Mid, Senior Level

$85K/yr - $110K/yr

5+ years exp

Critical Start is a cybersecurity company focused on redefining how security is managed. The Senior Customer Success Manager will lead customers through the post-sales journey, proactively identify risks, and drive measurable success at every stage.

Cyber SecurityInformation ServicesInformation TechnologyNetwork Security

Growth Opportunities

Responsibilities

Collaborate with customers to help them achieve their security goals, demonstrating the measurable value of Critical Start’s solutions throughout the customer lifecycle

Build strong relationships that turn customers into advocates, showcasing their success stories and highlighting the impact of our solutions

Lead and deliver Quarterly Business Reviews (QBRs), annual reviews, and executive-level engagements that emphasize ROI, measurable results, and alignment with strategic objectives

Identify potential risks to customer success, implement mitigation strategies, and manage escalations effectively to ensure positive outcomes

Drive cross-functional initiatives that strengthen the Customer Success team, including process improvements, knowledge sharing, and implementation of best practices

Support the growth of team members through coaching, guidance, and leadership, helping elevate skills and overall team performance

Act as a voice for the Customer Success team in internal and external forums, advocating for customer needs and team priorities in cross-departmental initiatives

Partner with Product, Marketing, and Security Operations teams to close the customer feedback loop and enhance the quality and impact of our services

Qualification

Customer success managementAccount managementCommunication skillsCRM platformsProject managementRisk managementCybersecurity experienceProblem-solvingCross-functional collaborationMentorship

Required

5+ years of experience in customer success, account management, or related client-facing roles

Proven experience supporting enterprise and strategic accounts, with a focus on retention, expansion, and driving measurable customer outcomes

Exceptional written and verbal communication and presentation skills

Proficiency with customer success and CRM platforms (e.g., Gainsight, Salesforce) to enable reporting, automation, and insights

Strong problem-solving, project management, and proactive decision-making skills to address customer challenges

Ability to collaborate effectively across departments and escalate issues when necessary, ensuring customer success

Preferred

Experience in cybersecurity, SaaS, or technology industries is highly preferred

Benefits

Comprehensive health benefits with generous employer contributions for medical, dental, and vision

Unlimited PTO (Paid Time Off) policy

Paid Parental and Military Leave

Dental and Vision Plan

Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage

Additional Voluntary Life Insurance coverage

401(k) Plan with Matching Program

Mines Employee Assistance Program

Monthly Wellness Initiatives

Optional Pet Benefits Discount Plan

Company

Critical Start

Critical Start is a network security consulting company focused on helping customers improve security capability. It is a sub-organization of Critical Start.

Founded in 2012

Plano, Texas, USA

201-500 employees