SpecterOps is expanding its Customer Success team and in search of an experienced Customer Success Manager to join the team. As a CSM you will own a portfolio of Commercial customers and drive consistent progress in Identity Attack Path Management (iAPM) maturity.
This role is about strategy, trust, and orchestration. You’ll connect the dots between technical delivery and executive value, working across TAMs, Project Managers, Renewals, Services, and Product to unify the customer experience. Retention is the north star; expansion is earned through proven outcomes and credibility.
Salary Range: base salary annually, commensurate with experience + commission
Location: This position is remote, based in the U.S. with optional travel quarterly for in person company events and other ad hoc meetings.
- Candidate must be authorized to work and reside in the United States; we do not currently sponsor immigration visas
Responsibilities
Customer Ownership & Value Delivery
- 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
Success Planning & Renewal Readiness
- 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.
Stakeholder Mapping & Risk Detection
- 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.
Health & Signal-Driven Execution
- 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
Expansion Awareness (Not Quota Carrying)
- 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.
Cross-Functional Collaboration
- 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.
What We Offer
- 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!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
To request reasonable accommodation, please contact us at [email protected].
Unsolicited resumes are not accepted.
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