Customer Success Manager, Swimlane

• 5+ years in enterprise B2B software roles; 3+ years in Customer Success managing large customers
• Experience working with complex, technical products; cybersecurity experience preferred
• Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., Gainsight, Totango, Planhat)
• Comfort using product usage analytics, dashboards, and customer health metrics
• Strong analytical, communication, and executive-facing skills
• Ability to thrive in a fast-paced SaaS environment

Desirable

• As a Customer Success Manager at Swimlane, you will own the post-sale experience for a portfolio of enterprise customers, driving retention, expansion, and product adoption
• You’ll act as a trusted advisor to security leaders, using AI-driven insights, CRM systems, and customer success platforms to proactively manage risk, deliver value, and scale impact
• You will work cross-functionally with Sales, Product, Support, and Operations, and serve as a key voice of the customer within the organization
• Own customer health, satisfaction, and net revenue retention targets
• Drive adoption and value realization using product usage data, health scores, and predictive risk signals
• Identify and mitigate churn risk through proactive, cross-functional action plans
• Build strong relationships with executive sponsors and day-to-day users
• Lead strategic customer reviews using clear, data-backed insights
• Partner with Sales on renewals, expansions, and growth opportunities
• Manage sales-to-delivery transitions and support new product rollouts
• Track and escalate priority support issues while managing customer expectations
• Maintain accurate customer data and success plans in CRM and Customer Success platforms
• Improve CS processes through automation and AI-enabled workflows