{"id":3486241,"url":"https://alion.io/job/critical-start-customer-success-manager","title":"Customer Success Manager","company":{"id":58518,"name":"Critical Start","domain":"criticalstart.com","url":"https://alion.io/company/critical-start","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-29T21:47:43Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-11T15:35:24Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Who We Are\nReady 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.\nWe 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.\nInnovation 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.\nIf 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!\nWho You Are\nWe are looking for an experienced Customer Success Manager to join our team! The ideal candidate is customer-focused, detail-oriented, and passionate about delivering exceptional service. With strong communication and organizational skills, you will guide customers through their post-sales journey, ensuring they achieve their desired outcomes and receive ongoing value from our solutions.\nWhat You Will Be Doing?\nDelivering Customer Value: 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. \n Customer Engagement: 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. \nRisk Management: Monitor customer satisfaction and identify potential risks to their success. Implement strategies to mitigate risks and resolve escalations effectively. \nCross-Functional Collaboration: 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. \nSpecial Projects: Participate in initiatives that improve team efficiency and contribute to knowledge-sharing across the organization. \nWhat You Will Bring?\nRequired Qualifications:\n5+ years of experience in customer success, account management, or a related role. \nProven ability to manage multiple customer accounts with a focus on retention and measurable outcomes. \nStrong communication and presentation skills, both written and verbal. \nExperience with customer success tools like Gainsight or Salesforce. \nProblem-solving and project management skills with a proactive approach to customer challenges. \nAbility to collaborate across teams and escalate issues effectively when necessary. \nDesired Qualifications:\nExperience in a similar role within the cybersecurity, SaaS, or technology industries. \nWhat It's Like Working Here\nImagine 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.\nPrefer a casual dress code every day? No problem, as we find comfort enhances our thinking.\nOur 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?\nWhat does our Compensation and Benefits package entail?\nCompetitive salary with bonus potential \nComprehensive health benefits with generous employer contributions for medical, dental, and vision \nAdditional Ancillary Benefits offered at 100% employee contribution \nUnlimited PTO (Paid Time Off) policy \nPaid Parental and Military Leave \nDental and Vision Plan \nEmployer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage \nAdditional Voluntary Life Insurance coverage \n401(k) Plan with Matching Program \nMines Employee Assistance Program \nMonthly Wellness Initiatives \nOptional Pet Benefits Discount Plan \nWe 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 . Thank you for helping us maintain a safe and trustworthy hiring experience.\nCritical 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.\nThis policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.\nMental and Physical Requirements\nIt's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.\nPhysical:\nStationary position for extended periods of time. \nConstantly operate a computer. \nOccasionally you may be required to move equipment or other items up to 20 lbs. \nThe ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. \nMental:\nMust be able to apply established protocols in a timely manner. \nMake timely decisions in the context of workflow. \nAbility to complete tasks and perform in situations requiring speed deadlines, or productivity quota. \nAbility to work effectively and efficiently in high stress situations. \nAbility to simultaneously address multiple complex problems. \nFor 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).\nCompensation:\nThe total compensation range (base) being offered for this role is [$80,000 - $110,000 USD].\nAdditional Compensation:\nThis role is not eligible for additional or other forms of compensation.\nEmployment Benefits:\nComprehensive 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.\nApplication Deadline:\nThe application deadline for this position is November 20, 2026.\nHow to Apply:\nInterested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/","description_format":"text","description_chars":8488,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["Insurance coverage","Life insurance","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Managed Security"],"lifecycle":[{"event":"open","at":"2026-10-29T21:47:43Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":0.9,"age_days":12,"expected_fill_days":30,"reasons":["conf:4","win:mid"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":false},"html_url":"https://alion.io/job/critical-start-customer-success-manager","json_url":"https://alion.io/job/critical-start-customer-success-manager.json","meta":{"generated_at":"2026-11-11T18:53:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":36380,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58518},"rest":"https://alion.io/mcp/rest/get_company?id=58518"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcritical-start-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcritical-start-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcritical-start-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/critical-start-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcritical-start-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3486241}},{"tool":"search_jobs","arguments":{"company":"criticalstart.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3486241},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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