Adaptive

Founding Senior Customer Success Manager

Adaptive

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

Tech Stack

Cyber Security

About the role

  • Own all aspects of customer implementation, onboarding, and ongoing support for enterprise customers.
  • Lead customer kick-off calls, setting clear expectations and ensuring a smooth, successful deployment.
  • Act as the first point of contact for customer-reported issues, delivering prompt troubleshooting and clear communication through to resolution.
  • Proactively monitor and manage support channels (email, chat, ticketing systems), ensuring timely and high-quality responses.
  • Partner closely with Engineering to escalate, track, and resolve complex technical issues, while identifying broader platform or reliability trends.
  • Collaborate cross-functionally with Product, Design, Sales, and Leadership to continuously improve customer experience, tooling, and processes.
  • Serve as the voice of the customer by gathering feedback, identifying product gaps, and influencing feature development.
  • Build scalable customer success playbooks, documentation, and best practices as the function grows.
  • Consistently exceed customer expectations across responsiveness, quality of support, and overall satisfaction.

Requirements

  • 4+ years of experience in Customer Success, Implementation, Technical Support, or a similar client-facing role at a SaaS company.
  • Experience supporting enterprise or mid-market customers in a technical or product-led environment.
  • Strong troubleshooting and problem-solving skills, with the ability to translate technical concepts into clear, customer-friendly guidance.
  • Excellent written and verbal communication skills, with a customer-first mindset.
  • Proven ability to juggle multiple priorities and thrive in a fast-paced, high-growth startup environment.
  • Experience collaborating with cross-functional teams to diagnose issues and deliver timely solutions.
  • A growth mindset and eagerness to learn quickly—both from customers and from working closely with engineers and product managers.
  • Bonus: experience in cybersecurity, AI, or highly regulated industries (e.g. financial services, healthcare).
Benefits
  • The opportunity to build and define Adaptive’s Customer Success function from the ground up in a brand new territory.
  • High ownership and visibility, with direct impact on customer outcomes and company growth.
  • A collaborative, inclusive environment where every team member’s contribution matters.
  • A culture that values continuous learning, professional development, and career progression.
  • The chance to work on cutting-edge AI cybersecurity products that protect organisations around the world.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer implementationonboardingtechnical supporttroubleshootingproblem-solvingcustomer success playbooksdocumentationSaaSenterprise supportmid-market support
Soft Skills
communicationcustomer-first mindsetcollaborationmulti-taskinggrowth mindsetadaptabilityinfluencingfeedback gatheringexpectation managementresponsiveness