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About the Role

The Customer Success Associate role is a foundational position focused on defining and shaping customer onboarding and support processes. You will be the primary point of contact for clients, managing implementation, onboarding, and technical support to ensure they derive maximum value from our platform. This role offers the chance to collaborate directly with leadership and Engineering, influence scaling strategies, and advance your career within a dynamic startup environment.

Responsibilities

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 (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

1-2 years of client-facing work experience, ideally at a SaaS company (bonus points for direct Customer Success, Implementation, or Client Support experience)
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.
A growth mindset and willingness to learn rapidly—both from customer interactions and from working closely with engineers and product managers.

Location

Work Type

Onsite

Experience Level

1-2 years

Benefits

Competitive compensation
Fantastic office atmosphere
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 announced an $81M Series B led by NVIDIA and Bain Capital Ventures, with participation from Capital One Ventures, Citi Ventures, and continued support from Andreessen Horowitz (a16z), the OpenAI Startup Fund, and Abstract Ventures.
Adaptive was founded by Brian Long and Andrew Jones, repeat entrepreneurs who have built and scaled category-defining companies.
Trusted by leading banks, technology companies, and healthcare organizations, Adaptive protects teams from emerging threats like deepfakes, smishing, and AI-powered voice scams.
With rapid enterprise adoption and a $200B+ market ahead, the company is just getting started.