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About the Role

This is a foundational role within the Customer Success team, offering the autonomy to define and shape customer onboarding and support processes. You will be the primary point of contact for clients, managing all aspects of implementation, onboarding, and technical support. Your role involves ensuring customers derive immediate and lasting value from the platform, partnering with leadership and Engineering to troubleshoot issues, relay product feedback, and identify areas for improvement to guarantee a world-class user experience. This position presents an opportunity to make a significant impact, influence scaling strategies, and advance your career within a fast-moving, well-funded startup.

Responsibilities

Own all aspects of customer implementation, onboarding, and support.
Conduct kick-off calls with new customers to ensure 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 (email, chat, etc.) and respond efficiently to customer inquiries.
Collaborate with Engineering to escalate and resolve complex incidents, surfacing broader product or platform health concerns as needed.
Partner with internal teams (Product, Design, Leadership) 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, ensuring customers achieve ongoing success with our platform.

Requirements

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—both from customer interactions and from working closely with engineers and product managers.

Location

New York City

Work Type

Onsite
Full-time

Experience Level

4+ years

Benefits

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

About the Company

Adaptive is a cybersecurity startup focused on stopping AI-powered cyberattacks.
The company announced an $81M Series B led by NVIDIA and Bain Capital Ventures in December 2025.
Investors include Capital One Ventures, Citi Ventures, Andreessen Horowitz (a16z), and the OpenAI Startup Fund.
Adaptive was founded by Brian Long and Andrew Jones, who previously co-founded Attentive and TapCommerce.
Trusted by leading banks, technology companies, and healthcare organizations, Adaptive protects teams from emerging threats like deepfakes, smishing, and AI-powered voice scams.
The market for AI cybersecurity is estimated at over $200 billion.