Senior Customer Success Manager
- Compensation
- Not disclosed
- Location
- NYC
- Work setup
- Onsite
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 4+ years
- Category
- Customer success
- Posted
Skills
Must have
- 4+ years of experience in a Customer Success, Implementation, Client Support, or similar role at a SaaS company.
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills and a customer-first mindset.
- Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environment.
- Experience working with cross-functional teams to identify solutions to technical problems and quickly remediate for clients.
- A growth mindset and willingness to learn rapidly—both from customer interactions and from working closely with engineers and product managers.
Full description
About Adaptive
Adaptive is a cybersecurity startup on a mission to stop AI-powered cyberattacks. In December 2025, the company announced an $81M Series B led by NVIDIA and Bain Capital Ventures, with participation from Capital One Ventures, Citi Ventures, and continued support from Andreessen Horowitz (a16z), the OpenAI Startup Fund, and Abstract Ventures. The round marked NVIDIA’s first AI cybersecurity investment.
Adaptive was founded by Brian Long and Andrew Jones, repeat entrepreneurs who have built and scaled category-defining companies. Brian and Andrew previously co-founded Attentive, which grew to more than $500M in annual revenue and a $10B+ valuation, and TapCommerce, which was acquired by Twitter. Together, they bring deep experience building high-growth, product-led businesses at massive scale as Adaptive builds the security layer for the AI era.
Trusted by leading banks, technology companies, and healthcare organizations, Adaptive protects teams from emerging threats like deepfakes, smishing, and AI-powered voice scams. With rapid enterprise adoption and a $200B+ market ahead, the company is just getting started.
The Role
We are rapidly growing our Customer Success team. This is a foundational role with the autonomy to define and shape our customer onboarding and support processes from the ground up. You will act as the first line of defense for our clients—owning all aspects of implementation, onboarding, and technical support. As the “face of the product”, you will ensure customers see immediate and lasting value from our platform. You’ll partner directly with leadership and Engineering to rapidly troubleshoot issues, relay product feedback, and identify areas for improvement—ensuring a world-class experience for our users. This is an opportunity to make a significant impact, influence how we scale, and grow your career alongside a fast-moving, well-funded startup.
Responsibilities
- Own all aspects of customer implementation, onboarding, and support.
- Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
- Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
- Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquiries.
- Collaborate with Engineering to escalate and resolve complex incidents, surfacing broader product or platform health concerns as needed.
- Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processes.
- Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.