Senior Customer Success Manager

The role

You will own customer implementation, onboarding, and support. You will partner with leadership and Engineering to troubleshoot issues and relay product feedback.

What you will do

• Own all aspects of customer implementation, onboarding, and support.
• Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
• Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
• Proactively monitor support channels and respond efficiently to customer inquiries.
• Collaborate with Engineering to escalate and resolve complex incidents.
• Partner with internal teams to continuously improve the customer experience, tools, and processes.
• Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
• Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction.

Required qualifications

• 4+ years of experience in a Customer Success, Implementation, Client Support, or similar role at a SaaS company.
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills and a customer-first mindset.
• Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environment.
• Experience working with cross-functional teams to identify solutions to technical problems and quickly remediate for clients.
• A growth mindset and willingness to learn rapidly

Benefits

• Competitive compensation
• Premium healthcare and wellness benefits.
• Catered lunch in the NYC office, Monday - Friday.

About the company

Adaptive is a cybersecurity startup on a mission to stop AI-powered cyberattacks. The company protects teams from emerging threats like deepfakes, smishing, and AI-powered voice scams.