The Customer Success Manager will enhance customer retention and growth by building relationships, guiding customers, and ensuring successful adoption of solutions across enterprise accounts.
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.
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. You will thrive in a fast-paced environment that requires engaging stakeholders through phone, email, and in-person interactions.
Experience working with CISO, Fraud, and Security Operations teams, and the ability to communicate with both technical and business stakeholders, is preferred.
What You’ll Do
- 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.
Requirements
- 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.
Nice to Have
- Experience with tools like Salesforce, Gainsight, Zendesk, or other CS engagement platforms.
- Exposure to fraud prevention, phishing, or brand protection technologies.
- Experience engaging technical users through community or forum environments.
Why Bolster
Bolster is redefining fraud and brand protection. Our AI-driven SaaS platform detects and takes down phishing and scam sites in real time, protecting the world’s top brands and millions of consumers.
Our culture values collaboration, curiosity, and ownership — every team member has a voice and an impact. We believe in building elegant, scalable solutions while maintaining a spirit of experimentation and fun.
Learn more about our cultural values: bolster.ai/about-us
What we offer:
-Excellent medical, dental, and vision insurance
-Flexible time off + paid holidays.
-Equity + 401(k) plan
Top Skills
Gainsight
Salesforce
Zendesk
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