Sr. Customer Success Manager

SpecterOps is expanding its Customer Success organization and hiring two Sr. Customer Success Managers to establish a new standard for partnership across our enterprise customer base. You’ll own the executive-level relationship for some of the world’s most sophisticated security organizations; helping them realize measurable gains in Identity Attack Path Management (APM) maturity through our BloodHound Enterprise platform and services portfolio.

This role is about strategy, trust, and orchestration. You’ll connect the dots between technical delivery and executive value, working across TAMs, Project Managers, Renewals, Services, and Product to unify the customer experience. Retention is the north star; expansion is earned through proven outcomes and credibility.

Salary: base salary annually, commensurate with experience.

• OTE: $125,000 - $165,000

Location: This position is remote, based in the U.S. with optional travel quarterly for in person company events and other ad hoc meetings

• Candidate must be authorized to work and reside in the United States; we currently do not sponsor immigration visas

Responsibilities

Executive Relationship & Value Management

• Serve as the primary relationship owner for executive sponsors (ES) and economic buyers (EB) across customer departments.
• Maintain consistent, structured communication that links SpecterOps activity to product and services that measure business outcomes.
• Translate technical progress into ROI and maturity stories that resonate with CISOs, security leadership, and program managers.
• Lead Executive Business Reviews (EBRs/QBRs) showcase security posture improvements and measurable maturity progression.

Customer Success Planning & Governance

• Build and maintain unified success plans spanning both software and services engagements.
• Partner with TAMs and Project Managers to track adoption, service delivery, and onboarding milestones to ensure executive sponsors have visibility into progress.
• Identify renewal or relationship risks early; coordinate with the Renewals team to mitigate them through value reinforcement, executive re-alignment, and proactive engagement.
• Act as the quarterback during key lifecycle milestones to drive alignment between customer stakeholders and internal teams.

Stakeholder Mapping & Risk Planning

• Maintain a living, accurate stakeholder map across all departments using SpecterOps.
• Track executive, champion, and influencer relationships; identify coverage gaps and build new executive connections.
• Develop structured risk-mitigation plans that surface early-warning indicators and outline clear playbooks for resolution.

Health, Retention & Maturity Measurement (tentative / evolving)

• Partner with the Renewals and Analytics teams to interpret account health using telemetry, engagement data, and sentiment signals.
• Contribute to the next evolution of the health model—linking usage, engagement, and Identity APM maturity metrics to customer outcomes.
• Deliver concise, executive-ready ROI and maturity reports that demonstrate progress over time.

Expansion Enablement & Advocacy

• Understand the full SpecterOps product and services portfolio to position value naturally in executive conversations.
• Identify logical expansion opportunities. New modules, services, or training that align with documented customer goals.
• Capture referenceable outcomes and advocates (case studies, testimonials, speaking opportunities) to support SpecterOps’ growth flywheel.
• Support Renewals and Sales counterparts with success evidence, metrics, and narratives that make renewals frictionless.

Cross-Functional Collaboration & Feedback Loop

• Partner closely with TAMs to ensure technical issues and escalations are handled with urgency and transparency.
• Work with Project Managers to extend one-time services into ongoing, maturity-driven engagements.
• Provide structured product feedback—turning customer insights into actionable context for Product and Engineering.
• Contribute to building CS processes, playbooks, and metrics as we scale the function.

Presence & Representation

• Attend and occasionally lead on-site executive reviews, conferences, and strategic workshops.
• Represent SpecterOps with confidence and integrity—embodying our mission to make identity risk management measurable.
• Be an advocate for your customers internally and a proud representative of SpecterOps externally.

Required Qualifications

• 5+ years in Customer Success, Account Management, Consulting, or Customer Strategy within enterprise B2B software or security.
• Demonstrated success managing large enterprise accounts (Fortune 500 or global) with multi-stakeholder complexity.
• Consultative background: ability to diagnose challenges, design solutions, and communicate value in both technical and business languages.
• Proven record of executive relationship management, retention improvement, and renewal predictability.
• Familiarity with identity, attack paths, AD/Azure AD, and hybrid environments; experience with BloodHound is a plus.
• Skilled at building stakeholder maps, connecting cross-departmental dots, and driving alignment across business units.
• Exceptional communication. Able to translate technical outcomes into board-level narratives.
• Comfortable in high-growth, ambiguous environments where structure and playbooks are still being built.
• Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency

What We Offer:

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 13 paid holidays annually
• 401(k) with up to 4% company match
• Stock Options
• Remote work: $1,500 new hire allowance to set up home office
• $500 annual home office allowance after first year
• $150 monthly cell phone and internet reimbursement
• $5,000 annual professional development allowance
• $5,250 towards continuing education or student loan repayment
• $1,200 annual budget for lifestyle, wellness, pet insurance and more
• A one-time $10,000 benefit towards family planning
• In person and virtual employee events throughout the year
• And of course, company swag!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. To request reasonable accommodations, please contact us at careers@specterops.io