Customer Success Manager — Remote

Job overview

The Customer Success Manager — Remote role is fully remote as part of HiddenLayer’s distributed global team; the listing is associated with Boston, Massachusetts. Compensation is not specified. The role supports enterprise customers using HiddenLayer’s platform to protect technologies from adversarial AI attacks. The manager coordinates customer communication and follow-through, monitors account health and product adoption, and works across internal teams to resolve issues and support onboarding. This helps customers realize value while giving the company clear visibility into account risks, renewals, and expansion opportunities.

What you'll do

• Manage regular communication, check-ins, status updates, and account emails
• join customer calls, capture notes and action items, and own follow-up
• coordinate scheduling
• maintain Jira tickets and account health notes and scores
• inform the VP of Customer Success about account health and risks
• coordinate onboarding with Solution Architects
• triage issues with Technical Support Engineering and manage customer communication during resolution
• keep Account Directors informed about renewals, at-risk accounts, and upsell opportunities
• monitor adoption and flag low engagement
• own customer communication during escalations.

What we're looking for

Skills & competencies

customer success manager

remote

hiddenlayer

enterprise accounts

customer communication

onboarding

product adoption

account health

jira

salesforce

cybersecurity

ai security

remote global team

Work arrangement

• Weekend coverage required

Benefits & perks

• Home-office stipend and annual workspace upgrades
• monthly internet and phone stipend
• health plan options, including fully subsidized options, plus vision, dental, and 401(k)
• flexible time off for salaried employees and 15 paid company holidays
• learning and development fund.

Why this role

The posting describes a fully remote global team that gathers a couple of times a year. It seeks 5+ years in Customer Success or Technical Account Management at a B2B SaaS or cybersecurity company; cybersecurity or AI/ML experience is a plus, not a requirement.

About the employer

HiddenLayer is hiring for this role. Industry: Software Publishers. Sector: 51.