Customer Success Manager

About the role

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.

What you'll do

• 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

Qualifications

Minimum Qualifications:

• 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., ChurnZero)
• 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

Bonus Qualifications:

• Experience using AI copilots, automation, or predictive analytics in Customer Success
• Background in high-growth SaaS or cybersecurity environments
• Experience in SecOps environments
• Demonstration / Experience in previous technical roles (major +)

This is a remote role; candidates must currently reside in the United States to be eligible.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Swimlane, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway! You may just be the right candidate for this or other roles!

The Perks of Being a Swimlaner:

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• Great Company Culture
• We value collaboration and innovation
• Give-back Volunteering Opportunities

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in everything we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in ‘all the things’ - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

What’s the best thing about working at Swimlane? If you ask the team, they'll tell you it's the people. Swimlaners are innovative, collaborative, and driven by the purpose of revolutionizing the way security teams automate and respond to alerts. Headquartered in beautiful Denver, Colorado, Swimlane's staff spans 28 states and 23 countries!

This position is eligible for a variable compensation opportunity, which will be discussed in the interview process.

To complete your application, please submit your resume to https://ats.rippling.com/swimlane