{"id":716754,"url":"https://alion.io/job/hiddenlayer-customer-success-manager","title":"Customer Success Manager","company":{"id":48081,"name":"HiddenLayer","domain":"hiddenlayer.com","url":"https://alion.io/company/hiddenlayer","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":74,"open_postings":16,"ghost_share":0.438,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Salesforce","optional":false},{"name":"LinkedIn","optional":true},{"name":"X (Twitter)","optional":true}],"status":"live","first_seen_at":"2026-05-19T17:32:06Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-19T22:32:24Z","board_verified":true,"closed_at":null,"days_open":153,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":152},"description":"Customer Success Manager- Remote \nABOUT THE ROLE:\nYou'll be the go-to person for a portfolio of enterprise accounts, making sure every customer feels supported, informed, and set up for success. You'll keep things moving after calls, stay close to how each account is doing, and give the rest of the team a clear view of where things stand. The CSMs who thrive here are the ones who like to get ahead of things and bring a thoughtful, organized energy to everything they do.\nWHO WE ARE:\nHiddenLayer protects the world’s most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first-hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent-pending, productized solution to support organizations in accelerating their adoption of AI securely. \nOur dedication to innovation has been recognized by prestigious awards such as RSA's Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up.\nWHAT YOU’LL DO:\nCustomer Communication & Coordination\nManage ongoing communication across your portfolio: regular check-ins, status updates, and account emails.\nJoin customer calls, take notes, keep things on track, and make sure every action item is captured and assigned.\nOwn all follow-up after calls; track who owns what internally and make sure things actually get done.\nHandle scheduling coordination so the rest of the team doesn't have to.\nInternal Operations\nKeep Jira tickets current, correctly labeled, and moving. \nMaintain accurate health notes and scores so the team always has a real view of account status.\nProactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalation.\nCross-Functional Collaboration\nWork alongside the Solution Architect team during onboarding. The SA handles technical setup; you own the customer relationship and make sure nothing gets lost in the transition from Sales.\nPartner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolved.\nKeep Account Directors informed ahead of renewals, flag at-risk accounts early, and surface upsell opportunities for them to run with. Be the source of truth on day-to-day account context.\nOnboarding & Adoption\nHelp new customers see value quickly. Onboarding doesn't end when the contract is signed.\nMonitor product adoption and flag low engagement before it becomes a problem.\nOwn customer communication during escalations.\n\nWHO YOU ARE:\n5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company.\nExperience managing enterprise accounts across technical and executive stakeholders.\nExceptionally organized, with a track record of keeping follow-ups and action items from slipping.\nStrong written and verbal communication skills; clear customer emails, productive calls, clean internal handoffs.\nProactive, you stay ahead of accounts rather than waiting for customers to come to you.\nFamiliarity with tools like Jira or Salesforce is a plus.\nBackground in cybersecurity or AI/ML is a plus, but not required.\nWHY HIDDENLAYER?\nWe just raised $100M in Series B funding led by Delta-v Capital, with backing from Morgan Stanley, Microsoft's venture arm, Booz Allen Hamilton, and others. It's a validation of what we've built: 10x revenue growth, 50+ new enterprise customers, and deployments across defense, finance, and the world's largest AI platforms. This funding goes straight into expanding our platform and GTM capabilities, and into growing our team globally. \nAttracting and retaining the very best people is our #1 priority. That’s why we offer our team best-in-class benefits, including:\nFully Remote: We are a completely remote global team. Though we’re distributed, we are intentional about getting the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses. \nComprehensive Health & Wellness Benefits: Better than your average startup healthcare benefits. With five options to choose from, of which are fully subsidized by HiddenLayer, we offer a variety of options to fit each person’s needs. We also offer vision, dental, and 401k offerings.\nFlexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.\nCommitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.\nDiversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.\nTo learn more about HiddenLayer visitHiddenLayer and follow us onLinkedIn or Twitter.\nHiddenLayer is an Equal Opportunity/Affirmative Action employer. 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