Job Locations US-Washington, D.C.

ID

2025-1724

Category

Customer Service/Support

Position Type

Regular Full-Time

Ready to make a real impact in cybersecurity? At Critical Start, we're not just protecting organizations; we're redefining how it's done. We're a team united by an inspiring purpose: to stop breaches, simplify security, and shape the future of cyber defense. If you're passionate about cutting-edge technology, thrive in a collaborative environment, and want your work to truly matter, you've found your home.

We deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT. This means we cut through the noise, investigate real threats, and take trusted, SLA-backed action—all powered by the brightest minds and the latest AI. 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.

Want to hear from our team? Watch these videos to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.

We are seeking a Senior Customer Success Manager to join our team! This role is ideal for someone who is passionate about delivering meaningful security outcomes, managing service delivery goals, and creating clear value for customers. If you thrive in a fast-paced environment, bring strong attention to detail, and communicate with clarity and confidence, you’ll excel here. You’ll lead customers through the post-sales journey, proactively identify risks, and drive measurable success at every stage.

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

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

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

Proactive Risk Management: Identify potential risks to customer success, implement mitigation strategies, and manage escalations effectively to ensure positive outcomes.

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

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

Team Representation: 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.

Cross-Functional Collaboration: Partner with Product, Marketing, and Security Operations teams to close the customer feedback loop and enhance the quality and impact of our services.

Required Qualifications:

• 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.
  

Desired Qualifications:

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

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. What harm does a little healthy competition among friends do?

What does our Compensation and Benefits package entail?

• 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

We prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at recruiting@criticalstart.com. Thank you for helping us maintain a safe and trustworthy hiring experience.

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.

Mental and Physical Requirements

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:

• 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 exchange accurate information in these situations.

Mental:

• 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.

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).

Compensation:

The total compensation range (base) being offered for this role is [$85,000 - $110,000 USD].

Additional Compensation:

This role is eligible for the following: Bonus compensation

Employment 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 (up to $100K coverage), Long-Term Disability, and Short-Term Disability coverage, 401(k) Plan with Matching Program, 24/7/365 availability of Employee Assistance Program.

Application Deadline:

The application deadline for this position is January 31, 2026.

How to Apply:

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/

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