Note: The job is a remote job and is open to candidates in USA. Swimlane is redefining security operations with Agentic AI automation, and they are seeking a Customer Success Manager to own the post-sale experience for enterprise customers. This role involves driving retention, expansion, and product adoption while acting as a trusted advisor to security leaders.
Responsibilities
- 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 strong 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 CS processes through automation and AI-enabled workflows
Skills
- 5+ years in enterprise B2B software roles; 3+ years in Customer Success managing large customers
- Experience working with complex, technical products
- 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
- Cybersecurity experience preferred
- Experience using AI copilots, automation, or predictive analytics in Customer Success
- Background in high-growth SaaS or cybersecurity environments
- Experience in SecOps environments
- Demonstration / Experience in previous technical roles (major +)
Benefits
- Competitive Benefits & Compensation
- Stock Options
- Training & Professional Development Opportunities
- MacBook Pro
- Great Company Culture
- We value collaboration and innovation
- Give-back Volunteering Opportunities
Company Overview