Who We Are:
At Critical Start, we’re on a mission to make everyone a valued member of a winning team, united by an inspiring purpose: shaping the future of cybersecurity. Since 2012, we’ve been dedicated to safeguarding organizations from cyberattacks, preparing for evolving threats, and earning recognition for our innovative contributions to the industry.
We thrive in an agile, collaborative environment that fosters creativity and action. At Critical Start, innovation drives everything we do. We pioneered the first MOBILESOC app for on-the-go threat detection and response, automated alert resolutions to maximize efficiency, and cut alert investigation time by 99.3% - transforming the way cybersecurity teams work. Our team and customers genuinely value the impact we make every day.
Everything we do is grounded in our three core principles:
- Do what’s best for our customers.
- Do what’s best for our team members.
- Don’t do things that suck.
Want to hear more from our team? Watch this video to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.
WHAT CAN WE OFFER YOU?
- A chance to make an impact every day—whether protecting customers or contributing to a greater mission.
- Collaboration with talented, supportive teammates who value accountability and growth.
- A commitment to continuous improvement, striving for excellence, and breaking past mediocrity.
- A culture of learning, innovation, and inclusivity, where every idea matters.
- Recognition for being at the forefront of the industry—we’ve received accolades that prove we’re doing something right.
- A supportive environment where you belong and your contributions truly matter, as one team member put it: “Every day presents new challenges and opportunities for growth, and the culture is unlike any other.
Who You Are:
As the Manager of Customer Success, you will lead, support, and develop a team of talented customer success professionals while driving the execution of our overall customer success strategy. In this role, you will collaborate closely with teams across the organization, including sales, marketing, and product, to align our offerings with customer needs and ensure outstanding customer experiences.
We are looking for a candidate with experience in team management, a strong ability to mitigate churn risk, and excellent communication and presentation skills. We value individuals who bring diverse perspectives and foster an inclusive environment where everyone can thrive.
What You Will Be Doing?:
- Lead a diverse team of Customer Success Managers to achieve company objectives by providing support, developing and delivering inclusive training programs, and monitoring performance to ensure responsibilities and tasks are effectively fulfilled.
- Coach and mentor team members to strengthen customer relationships, identify growth opportunities, encourage participation in the customer reference program, and facilitate meaningful, high-quality business conversations with customers.
- Oversee daily operations, including data analysis, goal setting, career development, performance management, and process improvement, fostering an inclusive and supportive environment.
- Support onboarding of new Customer Success Managers, ensuring a welcoming and inclusive experience that sets them up for success.
- Act as an escalation point, providing guidance to Customer Success Managers during customer discussions and navigating escalations efficiently.
- Drive strategic initiatives by taking ownership of key Customer Success projects, optimizing and scaling processes.
- Develop and deliver communication plans that showcase our solutions’ value through inclusive, human- and digital-touch campaigns tailored to diverse customer needs.
- Advocate for the voice of the customer by identifying trends, sharing actionable insights, and collaborating with internal teams to address issues.
What You Will Bring?:
REQUIRED QUALIFICATIONS:
- BA/BS degree or equivalent experience in a customer success leadership role.
- 5+ years of experience in a Customer Success role.
- 3+ years of people management experience, including coaching, development, and performance management, overseeing a team of Customer Success Managers in a high-growth environment.
- Strong communication skills with the ability to clearly articulate ideas verbally and in writing, using explicit and inclusive language. Effectively communicating the value and impact of our solutions is essential.
- Skilled in negotiation, risk mitigation, and presentations, with a focus on fostering inclusive and collaborative interactions during negotiations and risk assessment.
- Familiarity with customer success metrics, such as Gross Revenue Retention (GRR), Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), and Churn. We encourage candidates to bring their unique analytical expertise to these metrics.
- Proven experience in customer relationship management, with a comprehensive understanding of the customer journey and a focus on addressing the diverse needs and experiences of customers.
- Proficiency with CRM tools, particularly Gainsight, and experience with MS Office tools such as Excel and PowerPoint.
- Strong organizational skills and attention to detail, ensuring responsiveness to the unique needs of customers and internal teams. Experience working collaboratively with cross-functional teams is highly valued.
- Professionalism in managing challenging customer interactions, demonstrating respect, inclusivity, and the ability to navigate complex situations with minimal supervision.
- Ability to multitask, prioritize, and excel in a fast-paced environment. We welcome candidates who thrive in dynamic and collaborative work settings.
- A strong sense of ownership and accountability, driving personal and team goals while fostering a supportive and inclusive work environment.
- Travel up to 25% of the time may be required for client visits, conferences, and work-related events.
DESIRED QUALIFICATIONS:
- Experience in a leadership position within the cybersecurity industry, with a strong understanding of cybersecurity concepts, is a plus.
- Previous experience in sales or project management is a plus
What It’s Like Working Here:
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?
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.
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