Note: The job is a remote job and is open to candidates in USA. HiddenLayer is a company focused on protecting technologies from adversarial AI attacks. They are seeking a Customer Success Manager who will manage a portfolio of enterprise accounts, ensuring customers feel supported and informed while maintaining communication and tracking account health.
Responsibilities
- Manage ongoing communication across your portfolio: regular check-ins, status updates, and account emails
- Join customer calls, take notes, keep things on track, and make sure every action item is captured and assigned
- Own all follow-up after calls; track who owns what internally and make sure things actually get done
- Handle scheduling coordination so the rest of the team doesn't have to
- Keep Jira tickets current, correctly labeled, and moving
- Maintain accurate health notes and scores so the team always has a real view of account status
- Proactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalation
- Work alongside the Solution Architect team during onboarding. The SA handles technical setup; you own the customer relationship and make sure nothing gets lost in the transition from Sales
- Partner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolved
- Keep Account Directors informed ahead of renewals, flag at-risk accounts early, and surface upsell opportunities for them to run with. Be the source of truth on day-to-day account context
- Help new customers see value quickly. Onboarding doesn't end when the contract is signed
- Monitor product adoption and flag low engagement before it becomes a problem
- Own customer communication during escalations
Skills
- 5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company
- Experience managing enterprise accounts across technical and executive stakeholders
- Exceptionally organized, with a track record of keeping follow-ups and action items from slipping
- Strong written and verbal communication skills; clear customer emails, productive calls, clean internal handoffs
- Proactive, you stay ahead of accounts rather than waiting for customers to come to you
- Familiarity with tools like Jira or Salesforce is a plus
- Background in cybersecurity or AI/ML is a plus, but not required
Benefits
- Fully Remote: We are a completely remote global team. Though we’re distributed, we are intentional about getting the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses.
- Comprehensive Health & Wellness Benefits: Better than your average startup healthcare benefits. With five options to choose from, of which are fully subsidized by HiddenLayer, we offer a variety of options to fit each person’s needs. We also offer vision, dental, and 401k offerings.
- Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
- Commitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.
- Diversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.
Company Overview
HiddenLayer provides a software-based platform that helps enterprises monitor the inputs and outputs of machine-learning algorithms. It was founded in 2022, and is headquartered in Austin, Texas, USA, with a workforce of 51-200 employees. Its website is https://hiddenlayer.com.