Hybrid Founding Senior Customer Success Manager

at Adaptive

• Job title: Founding Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security
• Location requirements: Hybrid, London, United Kingdom

About the role

• Founding Customer Success Manager building onboarding and support processes for Adaptive, an AI cybersecurity startup in London. Leading customer engagement and driving successful outcomes across the EMEA region.

Responsibilities

• Own all aspects of customer implementation, onboarding, and ongoing support for enterprise customers.
• Lead customer kick-off calls, setting clear expectations and ensuring a smooth, successful deployment.
• Act as the first point of contact for customer-reported issues, delivering prompt troubleshooting and clear communication through to resolution.
• Proactively monitor and manage support channels (email, chat, ticketing systems), ensuring timely and high-quality responses.
• Partner closely with Engineering to escalate, track, and resolve complex technical issues, while identifying broader platform or reliability trends.
• Collaborate cross-functionally with Product, Design, Sales, and Leadership to continuously improve customer experience, tooling, and processes.
• Serve as the voice of the customer by gathering feedback, identifying product gaps, and influencing feature development.
• Build scalable customer success playbooks, documentation, and best practices as the function grows.
• Consistently exceed customer expectations across responsiveness, quality of support, and overall satisfaction.

Requirements

• 4+ years of experience in Customer Success, Implementation, Technical Support, or a similar client-facing role at a SaaS company.
• Experience supporting enterprise or mid-market customers in a technical or product-led environment.
• Strong troubleshooting and problem-solving skills, with the ability to translate technical concepts into clear, customer-friendly guidance.
• Excellent written and verbal communication skills, with a customer-first mindset.
• Proven ability to juggle multiple priorities and thrive in a fast-paced, high-growth startup environment.
• Experience collaborating with cross-functional teams to diagnose issues and deliver timely solutions.
• A growth mindset and eagerness to learn quickly—both from customers and from working closely with engineers and product managers.
• Bonus: experience in cybersecurity, AI, or highly regulated industries (e.g. financial services, healthcare).

Benefits

• The opportunity to build and define Adaptive’s Customer Success function from the ground up in a brand new territory.
• High ownership and visibility, with direct impact on customer outcomes and company growth.
• A collaborative, inclusive environment where every team member’s contribution matters.
• A culture that values continuous learning, professional development, and career progression.
• The chance to work on cutting-edge AI cybersecurity products that protect organisations around the world.