[Remote] Customer Success Manager

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.ResponsibilitiesManage ongoing communication across your portfolio: regular check-ins, status updates, and account emailsJoin customer calls, take notes, keep things on track, and make sure every action item is captured and assignedOwn all follow-up after calls; track who owns what internally and make sure things actually get doneHandle scheduling coordination so the rest of the team doesn't have toKeep Jira tickets current, correctly labeled, and movingMaintain accurate health notes and scores so the team always has a real view of account statusProactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalationWork 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 SalesPartner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolvedKeep 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 contextHelp new customers see value quickly. Onboarding doesn't end when the contract is signedMonitor product adoption and flag low engagement before it becomes a problemOwn customer communication during escalationsSkills5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity companyExperience managing enterprise accounts across technical and executive stakeholdersExceptionally organized, with a track record of keeping follow-ups and action items from slippingStrong written and verbal communication skills; clear customer emails, productive calls, clean internal handoffsProactive, you stay ahead of accounts rather than waiting for customers to come to youFamiliarity with tools like Jira or Salesforce is a plusBackground in cybersecurity or AI/ML is a plus, but not requiredBenefitsFully 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 OverviewHiddenLayer 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.