Who We Are

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way. 

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that). 

Everything we do revolves around our three core principles:

• Do what’s best for our customers.
• Do what’s best for our employees. 

• Don’t do things that suck. 

That's basically it. 

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint. (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you. 

What can we offer you? 

• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good. 
• Abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do. 
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good? 
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment. 

• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost. 
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled. 

Who You Are

We need an Associate Customer Success Manager with a strong commitment to achieving security success and delivering clear value to customers. We appreciate those who are detail-oriented and have a history of guiding customers through the post-sales process. The perfect candidate will excel in managing service delivery, monthly reporting, reducing customer turnover risk, and have outstanding presentation and communication skills, both in writing and speech.

What You Will Be Doing?

• Responsible for overseeing the service management relationship to ensure successful consumption of Critical Start products and services by customers.
• Develop and maintain detailed account plans to foster strong client relationships, communicate the value of Critical Start services, and address customer requests.
• Coordinate with internal teams as needed to manage product scope, onboarding, and service implementation projects.
• Serve as an advocate in resolving customer issues at all stages of the customer journey.
• Document and route customer feedback to the relevant internal departments for action and resolution.
• Collaborate with sales and support teams to assess renewal risk and allocate resources accordingly.
• Identify opportunities for upgrades in collaboration with the sales team.
• Conduct Business Reviews with clients.
• Identify and cultivate customer references to enable prospects to connect with advocates of Critical Start within your assigned customer base.
• Collaborate with R&D, Development, and Product teams to provide feedback, feature requests, and enhancements.
• Monitor customer satisfaction and prioritize critical events, escalating at-risk customers to appropriate leaders while resolving issues that may impact customer satisfaction.

What You Will Bring?

Required Qualifications: 

• At least 1 year of experience in customer support, customer success, or account management, preferably with a SaaS, Cloud, or Security provider (MSP/MSSP).
• Minimum of 1 year of experience managing direct customer relationships, with a focus on ensuring customer satisfaction.
• At least 1 year of experience using customer success tools/CRM platform, as this role relies on these tools.
• Strong written and verbal communication skills, as this role heavily relies on effective communication
• Ability to engage and escalate issues as needed to resolve customer concerns, mitigate churn risk, and ensure customer retention.

Desired Qualifications:

• Experience with customer success tools like Gainsight, Salesforce, or another CSM-related platform.
• Willingness to find solutions by collaborating with the right people, without unnecessary complexity.
• Proficiency in communication, enablement, conflict resolution, problem-solving, and project management.

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously. 

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking. 

Depending on the role, you may work in the office, remotely, or adopt a hybrid work model. Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do? 

What does our Compensation and Benefits package entail? 

• Competitive salary with bonus potential 
• 100% employee coverage for healthcare/50% coverage for dependents 
• Unlimited PTO (Paid Time Off) policy 

• Paid Parental and Military Leave 
• Dental and Vision Plan 
• Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage 
• Universal Life with Long-Term Care option 
• Additional Voluntary Life Insurance coverage 

• 401(k) Plan with Matching Program 
• 24/7/365 availability of Employee Assistance Program 
• Teladoc Mental Health Benefits 
• Optional Pet Insurance 
• And a new Tesla... just kidding! Kudos for making it to the end. 

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employee,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Mental and Physical Requirements 

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities. 

Physical:  

• Stationary position for extended periods of time. 

• Constantly operate a computer.
• Occasionally you may be required to move equipment or other items up to 20 lbs. 
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. 

Mental:  

• Must be able to apply established protocols in a timely manner. 

• Make timely decisions in the context of workflow. 
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota. 
• Ability to work effectively and efficiently in high stress situations. 
• Ability to simultaneously address multiple complex problems. 

#LI-MW1