Customer Success Manager
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Job Description
Customer Success Manager driving enterprise retention, expansion, and adoption. Advising security leaders on Swimlane’s Agentic AI-powered security operations platform.
Responsibilities:
- Own the post-sale experience for a portfolio of enterprise customers
- Drive retention, expansion, and product adoption
- Act as a trusted advisor to security leaders
- Use AI-driven insights, CRM systems, and customer success platforms to proactively manage risk, deliver value, and scale impact
- Own customer health, satisfaction, and net revenue retention targets
- Drive adoption and value realization using product usage data, health scores, and predictive risk signals
- Identify and mitigate churn risk through proactive, cross-functional action plans
- Build relationships with executive sponsors and day-to-day users
- Lead strategic customer reviews using clear, data-backed insights
- Partner with Sales on renewals, expansions, and growth opportunities
- Manage sales-to-delivery transitions and support new product rollouts
- Track and escalate priority support issues while managing customer expectations
- Maintain accurate customer data and success plans in CRM and Customer Success platforms
- Improve Customer Success processes through automation and AI-enabled workflows
- Work cross-functionally with Sales, Product, Support, and Operations
- Serve as a key voice of the customer within the organization
Requirements:
- 5+ years in enterprise B2B software roles
- 3+ years in Customer Success managing large customers
- Experience working with complex, technical products; cybersecurity experience preferred
- Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero)
- Comfort using product usage analytics, dashboards, and customer health metrics
- Strong analytical, communication, and executive-facing skills
- Ability to thrive in a fast-paced SaaS environment
- Experience using AI copilots, automation, or predictive analytics in Customer Success (bonus)
- Background in high-growth SaaS or cybersecurity environments (bonus)
- Experience in SecOps environments (bonus)
- Demonstration / Experience in previous technical roles (major +)
Benefits:
- Competitive Benefits & Compensation
- Stock Options
- Training & Professional Development Opportunities
- MacBook Pro
- Great Company Culture
- Collaboration and innovation
- Give-back Volunteering Opportunities
- Variable compensation
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