Customer Success Manager

Get AI-powered advice on this job and more exclusive features.Direct message the job poster from MycroftCo-Founder & CEO @ Mycroft | Trusted Security Advisor | CISAMycroft is an AI-native cybersecurity and compliance platform and Risk Operations Center redefining how modern businesses stay secure. We’ve built an "AI Security and Compliance Officer"—a single, agentic platform that replaces fragmented tools and manual spreadsheets with autonomous workflows. From automating evidence collection for SOC 2 and ISO 27001 to managing cloud security and device endpoints, Mycroft empowers lean teams to achieve enterprise-grade security without the massive headcount. Backed by top-tier investors and trusted by 60+ fast-growing companies, we are scaling rapidly to make robust security a superpower for every organization.As an early Customer Success Manager, you will be the face of Mycroft for our customers. In a GRC environment, "success" isn’t just about software adoption; it’s(module) about helping our clients achieve audit readiness, manage risk, and build trust with their own stakeholders.You什么 will own the entire post‑sale lifecycle—from implementation and onboarding to renewals and expansion. Because we are an early‑stage startup, you will also play a critical role in building our CS processes from scratch and feeding customer insights directly back to our Product team.Key ResponsibilitiesOnboarding & Implementation: Lead new customers through the technical and operational setup of our GRC platform, ensuring a fast "time‑to‑value."Strategic Advisory: Act as a subject matter expert, helping clients map their compliance frameworks (SOC2, ISO 27001, HIPAA, etc.) to our software.Account Management: Own the commercial relationship, including driving high retention rates and identifying opportunities for upsells or expansions.Support & Troubleshooting: Initially serve as the primary point of contact for technical support and product questions.Process Architecture: Execute our "Success Playbook"—documenting onboarding flows, health scores, and communication templates that will scale as we grow.Product Advocacy: Be the voice of the customer. Aggregate feedback to help the Product team prioritize the roadmap.What We’re Looking ForLocation: Canada (Hybrid in Toronto | Remote for all other provinces). This role is open to candidates across Canada. While our Toronto-based team members enjoy a hybrid work model, we offer full remote flexibility for those located elsewhere in the country. Travel is rare (typically 1–2 times per year), though Enterprise CSMs may travel more frequently to meet with key clients.Experience: 3+ years in a Customer Success or Account Management role, ideally within B2B SaaS.Domain Knowledge: Previous experience in GRC or Cybersecurity is a massive plus. You should understand the pain points of poured officers and CISOs, or be eager and quick to learn with some autonomy.The "Startup Mentality": You are comfortable with ambiguity and happy to "roll up your sleeves" to solve problems that may not have a manual yet. You believe in the vision and have the grit it will take to succeed.Technical Aptitude: You can navigate complex software configurations and aren't afraid to diveത്തിൽ into a client's technical environment. You are familiar with navigating multiple applications effectively to keep up with operations.રૂCommunication: You have strong verbal and written soft‑skills, and can translate complex regulatory requirements into simple, actionable steps for customers.Team Player: You are accountable individually and easy to collaborate within your team and cross‑functionally. You value transparency, support your peers, and know how to voice objections without being combative.Why Join Us?Impact: As an early hire, you will define the culture and strategy of our Customer Success department.Growth: You’ll have a front‑row seat to a scaling startup and a clear ske ł path toward leadership as the team grows.Application InstructionsEmail recruitment@mycroft.io with the following subject line: (Full Name) - Mycroft CSM ApplicationAttach your resume in pdf formatAttach your "cover letter" in pdf format with the following title: (Full Name) - Mycroft CSM Cover LetterThe title at the top of the "cover letter" should be in a larger font, in your favorite color that cannot be black, centered and bolded, with the following format: (Full Name in CAPITALS) - (City Timezone)Add a hyperlink to your LinkedIn profile under your titleAnswer the following questions: Why are you interested in the role at Mycroft?What would make you a good fit at a startup?What values are important to you at work?Tell us about your customer success experience.GRC knowledge is not a requirement, however it’s a bonus - How much do you know on a scale from 0-10? Provide a short explanation.What is your initial salary range? Any other expectations on the package like specific benefits?Any goals or career aspirations?What do you like to do for fun?Do you haveowy pets? If so, what kind(s)?Are you a Canadian citizen, permanent resident or have a working VISA?Paste a safe-for-work meme at the bottom of the "cover letter".Other Relevant InformationExpected Compensation Range: $45,000 to $90,000 / YearUse of AI in Screening: There may be use of AI in screening candidates #J-18808-Ljbffr