Customer Success Manager, Bolster AI

• The ideal candidate is a proactive communicator with strong interpersonal skills and a solid technical foundation who can effectively manage complex enterprise relationships and collaborate cross-functionally with internal teams
• Experience working with CISO, Fraud, and Security Operations teams, and the ability to communicate with both technical and business stakeholders, is preferred
• 4+ years of experience in Customer Success, Account Management, or Strategic Consulting, ideally in enterprise SaaS or security technology
• Demonstrated success managing enterprise and mid-market customers with complex technical use cases
• Curious, proactive, and resourceful — you don’t wait for answers; you seek them out and share what you learn
• Comfortable acting as a first responder to customer questions or issues; you know when to solve independently and when to escalate
• Strong ability to multi-task and prioritize in an omnichannel, fast-moving environment
• Excellent communication and storytelling skills — able to translate technical concepts into business outcomes
• Strong interpersonal skills and experience building trust-based, long-term customer relationships
• Track record of operating with outcome-based thinking — focusing on measurable success for both the customer and the business

Desirable

• We are seeking a driven and results-oriented Customer Success Manager (US East) to partner closely with our Sales team and guide customers through every stage of their journey with Bolster
• In this role, you will focus on customer retention and growth by building trusted relationships, understanding customers’ security objectives, and driving successful renewals and expansions across mid-market and enterprise customers
• You will thrive in a fast-paced environment that requires engaging stakeholders through phone, email, and in-person interactions
• Drive value realization by aligning Bolster’s solutions with customer outcomes — continuously uncovering use cases and opportunities to expand adoption
• Own a portfolio of enterprise and mid-market customers, ensuring success across varied business needs and engagement styles
• Serve as a trusted advisor — leading Executive Business Reviews, sharing best practices, and ensuring customers gain measurable value from Bolster
• Act as a first line of support for key accounts, triaging issues, guiding troubleshooting, and collaborating with Engineering and Support to ensure rapid resolution
• Communicate across channels (Slack, Zoom, email, ticketing, and community forums) while balancing multiple customer priorities with poise
• Collaborate cross-functionally with Sales, Product, Engineering, and Marketing to deliver a seamless customer experience
• Identify patterns and insights across your customer base — surfacing common challenges, feature requests, and success stories to inform product development
• Contribute to scalable success by crafting playbooks, templates, and customer-facing resources
• Champion adoption, expansion, and renewal, driving customer satisfaction and growth across your book of business