What are the responsibilities and job description for the Customer Success Manager position at Adaptive Security?
About
Adaptive is a cybersecurity startup on a mission to stop AI-powered cyberattacks, founded by Brian Long and Andrew Jones—proven entrepreneurs behind Attentive (Forbes Cloud 100, $10B valuation) and TapCommerce (acquired by Twitter). In April 2025, Adaptive raised $43M, led by a16z and the OpenAI Fund, marking OpenAI's first-ever cybersecurity investment.
As generative AI drives new cyber threats, Adaptive is building the defense layer every organization needs. Our platform combines personalized security training, AI-driven attack simulations, and automated threat triage, all powered by the Adaptive Risk Intelligence Engine to quantify human risk at the individual level. Trusted by top banks, tech companies, and healthcare organizations, we protect teams from emerging threats like deepfakes, smishing, and voice scams. With a solid product foundation and a $200B market to transform, we're just getting started.
Rol
eWe are growing our Customer Success team. This is a foundational role with the autonomy to define and shape our customer onboarding and support processes from the ground up. You will act as the first line of defense for our clients—owning all aspects of implementation, onboarding, and technical support. As the “face of the product”, you will ensure customers see immediate and lasting value from our platform. You’ll partner directly with leadership and Engineering to rapidly troubleshoot issues, relay product feedback, and identify areas for improvement—ensuring a world-class experience for our users. This is an opportunity to make a significant impact, influence how we scale, and grow your career alongside a fast-moving, well-funded startup
.
Responsibiliti
- esOwn all aspects of customer implementation, onboarding, and suppor
- t.Conduct kick-off calls with new customers to ensure a successful setup and clear expectation
- s.Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolution
- s.Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquirie
- s.Collaborate with Engineering to escalate and resolve complex incidents, surfacing broader product or platform health concerns as neede
- d.Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processe
- s.Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunitie
- s.Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction, ensuring customers achieve ongoing success with our platfor
m.
Qualificati
- ons2 - 4 years of experience in a Customer Success, Implementation, Client Support, or similar role at a SaaS compa
- ny.Strong troubleshooting and problem-solving ski
- llsExcellent written and verbal communication skills and a customer-first minds
- et.Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environme
- nt.Experience working with cross-functional teams to identify solutions to technical problems and quickly remediate for clien
- ts.A growth mindset and willingness to learn rapidly—both from customer interactions and from working closely with engineers and product manage
rs.
What We O
- fferThe opportunity to define and standardize the customer experience from day one, ensuring your work directly shapes how we sc
- ale.A supportive, inclusive environment where every team member’s contribution is val
- ued.A culture that promotes continuous learning and growth, with access to resources and mentorship to advance your skills and car
- eer.The chance to work on challenging products that will impact millions of peo
ple.
Compensation & Ben
- efitsCompetitive compensation and a fantastic office atmosp
- here.Premium healthcare and wellness bene
fits.
Envir
- onmentThis role is located in New York City, requiring the candidate to work onsite five days a
- week.You’ll be part of a highly collaborative team that values real-time communication and hands-on problem so
