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About the Role

Critical Start is seeking an experienced Customer Success Manager to join their team. The ideal candidate will be customer-focused, detail-oriented, and passionate about delivering exceptional service. This role involves guiding customers through their post-sales journey, ensuring they achieve their desired outcomes and receive ongoing value from our solutions.

Responsibilities

Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle.
Build strong relationships by understanding customer needs and showcasing success stories.
Conduct regular reviews, including Quarterly Business Reviews (QBRs), to highlight measurable results, ROI, and alignment with customer objectives.
Maintain proactive communication to address customer challenges and identify areas for improvement.
Monitor customer satisfaction and identify potential risks to their success.
Implement strategies to mitigate risks and resolve escalations effectively.
Partner with internal teams, such as Product, Marketing, and Security Operations, to incorporate customer feedback and improve service offerings.
Support process improvements and share best practices to enhance the overall customer experience.
Participate in initiatives that improve team efficiency and contribute to knowledge-sharing across the organization.

Requirements

5+ years of experience in customer success, account management, or a related role.
Proven ability to manage multiple customer accounts with a focus on retention and measurable outcomes.
Strong communication and presentation skills, both written and verbal.
Experience with customer success tools like Gainsight or Salesforce.
Problem-solving and project management skills with a proactive approach to customer challenges.
Ability to collaborate across teams and escalate issues effectively when necessary.
Stationary position for extended periods of time.
Constantly operate a computer.
Occasionally you may be required to move equipment or other items up to 20 lbs.
The ability to communicate information and ideas so others will understand.
Must be able to apply established protocols in a timely manner.
Make timely decisions in the context of workflow.
Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
Ability to work effectively and efficiently in high stress situations.
Ability to simultaneously address multiple complex problems.

Skills

Customer Success
Account Management
Communication
Presentation
Gainsight
Salesforce
Problem-solving
Project Management

Location

Plano, TX
Remote

Work Type

Remote

Experience Level

5+ years

Salary/Compensations

$80,000 - $110,000 USD

Benefits

Competitive salary with bonus potential
Comprehensive health benefits with generous employer contributions for medical, dental, and vision
Additional Ancillary Benefits offered at 100% employee contribution
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
Employer-provided Life Insurance (up to $100K coverage)
24/7/365 availability of Employee Assistance Program.

About the Company

At Critical Start, we're not just protecting organizations; we're redefining how it's done.
We are a team united by an inspiring purpose: to stop breaches, simplify security, and shape the future of cyber defense.
We deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT.
Since 2012, we've been helping organizations outpace evolving attacks with faster response, fewer escalations, and measurable risk reduction.
Innovation isn't just a buzzword here; it's our DNA.
We pioneered the first MOBILESOC app for on-the-go detection and response, infused AI into automated alert resolution to eliminate noise, and slashed investigation time by an astounding 99.3%.
We're transforming how security teams work, and you could be a part of it.
From AI-assisted triage to analyst copilots that elevate human expertise, we combine machine intelligence with human judgment to deliver outcomes our customer’s trust.
If you're looking for a high-trust, high-impact team where your ideas are amplified by AI and valued by colleagues and customers alike, Critical Start is the place for you.
Come build the future of cybersecurity with us!
Imagine a dynamic, enjoyable, and rewarding work environment.
We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters.
However, we believe in not taking ourselves too seriously.
Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.
Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms.
In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine.

Equal Opportunity

Critical Start welcomes people from all backgrounds and walks of life.
One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.