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Adaptive is a cybersecurity startup founded by repeat entrepreneurs (creators of Attentive and TapCommerce) on a mission to stop AI-powered cyberattacks. The company recently closed an $81M Series B led by NVIDIA and Bain Capital Ventures, with participation from Capital One Ventures, Citi Ventures, Andreessen Horowitz, the OpenAI Startup Fund, and Abstract Ventures. Adaptive protects leading banks, technology companies, and healthcare organizations from emerging threats like deepfakes, smishing, and AI-powered voice scams.
As Senior Customer Success Manager, you will own all aspects of customer implementation, onboarding, and technical support. This is a foundational role with significant autonomy to define and shape customer onboarding and support processes from the ground up. You will serve as the first line of defense for clients, acting as the "face of the product" to ensure customers see immediate and lasting value from the platform.
Key responsibilities include conducting kick-off calls with new customers, acting as first responder for customer-reported issues with prompt troubleshooting and timely resolutions, proactively monitoring support channels (email, chat), and collaborating with Engineering to escalate and resolve complex incidents. You will partner with Product, Design, and Leadership to continuously improve the customer experience, tools, and processes. You'll act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
Required qualifications: 4+ years in Customer Success, Implementation, Client Support, or similar role at a SaaS company; strong troubleshooting and problem-solving skills; excellent written and verbal communication with a customer-first mindset; demonstrated ability to multitask and prioritize in a fast-paced startup environment; experience working cross-functionally to identify technical solutions; and a growth mindset with willingness to learn rapidly from customer interactions and close collaboration with engineers and product managers.
The role is based in New York City, requiring onsite work five days per week. You'll be part of a highly collaborative team that values real-time communication and hands-on problem solving. The company offers competitive compensation, premium healthcare and wellness benefits, and catered lunch in the NYC office Monday through Friday.
