Founding Technical Customer Success Manager

Artemis Security is a company focused on empowering cybersecurity teams against advanced AI-powered threats. They are seeking a Founding Technical Customer Success Manager to oversee the post-sale lifecycle for enterprise security customers, ensuring value realization and customer satisfaction through hands-on technical support and adoption of AI-native workflows.

Responsibilities:

• Own the post-sale lifecycle for every closed-won customer across onboarding, adoption, value realization, expansion, and renewal, as the customer's single accountable owner inside Artemis
• Run structured onboarding from contract signature to fully live: set a joint success plan with milestones, drive the remaining integrations and data connections, configure alerting and escalation paths, and treat time-to-value as a core metric
• Own the customer health system: run recurring reviews across product engagement, outcome quality, integration health, AI adoption, and open risks, and act on regressions before the customer feels them
• Deliver QBRs with quantified impact (dollars saved, coverage gained, gaps closed, analyst time returned), grounded in real usage data and outcome reporting, not anecdotes
• Run a clear asks-and-risks process: convert customer requests into tracked internal work, route to the right owner, chase SLAs, and close the loop with the customer
• Drive adoption of AI-native workflows across investigation, detection, and hunting, teaching analysts, assigning homework, and turning daily users into internal champions
• Triage issues live on customer calls (integration failures, data gaps, product errors) and pull in engineering with full context when needed
• Surface expansion signals (new data sources, new teams, growing usage) and partner with Account Executives on renewal and expansion motions
• Serve as voice of customer, feeding structured field signal into the product roadmap and quality feedback into the teams that build and tune detections
• Build the CS playbook (onboarding guides, health scorecards, QBR templates, renewal runbooks) that future CS hires ramp on

Requirements:

• 5+ years in a Customer Success Manager, Technical Account Manager, or post-sales Solutions role in B2B cybersecurity or technical enterprise SaaS, you've carried a book of enterprise accounts through renewal, and you know your GRR/NRR numbers
• You genuinely understand AI, you use LLM tools daily, you can explain agentic workflows to a skeptical SOC analyst, and you know the difference between AI that demos well and AI that changes how a team operates
• Security domain fluency: you can hold your own with SOC managers, detection engineers, and CISOs on SIEM, EDR/XDR, SOAR, identity, and cloud, and you know what a day in a SOC actually looks like
• Comfortable in data: you can read dashboards, interrogate usage and detection metrics, and turn them into a value narrative
• Proven ownership of renewals and expansions in complex, multi-stakeholder accounts
• Strong project management across concurrent onboardings and escalations
• Exceptional written communication, weekly customer updates, executive summaries, and EBR narratives that stand on their own
• Startup-ready: you build process where none exists, and you're comfortable being the first and only person in your function
• Prior Sales Engineering, Solutions Engineering, or onboarding/implementation engineering experience
• Hands-on security operations background, SOC analyst, detection engineering, or incident response
• Early CS hire at a security or AI startup where you built the playbook, not just executed it
• Familiarity with SQL, APIs, or light scripting, enough to self-serve an answer before filing a ticket