Customer Success Manager
SpecterOps
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $90,000 - $120,000 per year
About the role
- Own a portfolio of Commercial customers as the primary relationship lead.
- Maintain regular, structured communication tied to customer goals, posture, and outcomes.
- Translate technical activity into clear value statements customers actually understand.
- Run lightweight value check-ins and periodic reviews appropriate to customer size and complexity.
- Make sure customers always know:
- what’s been done
- what’s improved
- what’s next
- why it matters
- Create and maintain simple, actionable success plans across your portfolio.
- Partner with TAMs to track onboarding, adoption, and posture milestones.
- Surface renewal risk early and coordinate with Renewals before problems harden.
- Eliminate “surprise” renewals through consistent prep and expectation setting.
- Own the customer narrative well before renewal conversations start.
- Maintain accurate stakeholder and persona maps for each account.
- Identify gaps in coverage early and work to close them.
- Track engagement signals and sentiment across your book.
- Flag risk when it’s still cheap to fix.
- Use telemetry, engagement signals, and human judgment to understand account health.
- Execute consistently on the core CS motions that protect retention at scale.
- Contribute feedback to improve health scoring and lifecycle plays over time.
- Keep your book clean, current, and visible
- Understand SpecterOps’ product and services portfolio well enough to recognize fit.
- Identify expansion signals rooted in demonstrated value and maturity progress.
- Hand off qualified opportunities with context and credibility.
- Support Sales and Renewals with clear success evidence when expansion occurs.
- Partner closely with TAMs to ensure technical progress aligns with customer expectations.
- Coordinate with Renewals to manage timing, risk, and narrative.
- Share structured feedback with Product and Services based on real customer patterns.
- Help improve CS playbooks, workflows, and operating rhythm as we scale.
Requirements
- 3–5 years in Customer Success, Account Management, Consulting, or a similar role in B2B SaaS.
- Experience managing a scaled book of customers without losing quality.
- Strong judgment around prioritization, risk, and customer signal vs. noise.
- Comfortable explaining technical outcomes in plain language.
- Familiarity with security, identity, or technical products is helpful but not required.
- Comfortable working in a fast-growing environment where structure is evolving and you help shape it.
- Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency.
Benefits
- Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
- Flexible time off policy
- 13 paid holidays annually
- 401(k) with up to 4% company match
- Stock Options
- Remote work: $1,500 new hire allowance to set up home office
- $500 annual home office allowance after first year
- $1,800 annual cell phone and internet reimbursement
- $5,000 annual professional development allowance
- $5,250 towards continuing education or student loan repayment
- $1,200 annual budget for lifestyle, wellness, pet insurance and more
- A one-time $10,000 benefit towards family planning
- In person and virtual employee events throughout the year
- And of course, company swag!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementConsultingB2B SaaSRisk ManagementTechnical CommunicationCustomer EngagementHealth ScoringLifecycle ManagementSuccess Planning
Soft Skills
JudgmentPrioritizationEmpathyCuriosityImprovementTransparencyCommunicationCollaborationAdaptabilityProblem Solving