Customer Success Manager

Description The Role As our Customer Success Manager, you own the post-sale business relationship for a portfolio of Daylight customers. You will operate inside a brand-new, founder-heavy post-sale team alongside our founding CSM and a senior Customer Success Engineer. Today, much of the post-sale motion runs through our CEO, CTO, and Head of Security Operations. Your job is to change that — to build the playbooks, cadences, and reporting artifacts that let Daylight scale customer success without scaling founders. The templates you ship will become the way Daylight operates at 10x the current customer count. What You’ll Own The post-sale relationship for a portfolio of mid-market to enterprise accounts (CISOs, Heads of Security, Security Architects). You are the primary point of contact for everything that isn’t a live investigation. Onboarding success. Partnering with the CSE, you run the customer side of the post-sale implementation — kickoff, role and SSO setup, executive alignment, knowledge-point gathering interviews, go-live readiness, and the transition from silent mode into 24/7 coverage. The customer cadence. You own the bi-weekly → monthly sync motion: agenda, outcomes, action-item tracking, and the maturity arc from Daylight Shadowed → Daylight Lead → Daylight Respond as customer trust in autonomous response grows. Value reviews and executive reporting. You deliver and produce value and outcome-oriented presentations. This includes board-ready reporting on event volume, escalations, MTTA/MTTD/MTTR/MTTC, quarter-over-quarter trends, and business impact — the artifacts a CISO needs to defend the Daylight investment to their CFO and board. Retention and expansion. You own renewal forecasting, net dollar retention, and the commercial conversation with each account. You identify expansion opportunities (new data sources, new services as Daylight rolls out Threat Hunting, Phishing, DLP, and Incident Response) and close them in partnership with Sales. Customer health. You build and run Daylight’s first customer health framework — usage, knowledge-point depth, response-gradient progression, sentiment, and commercial signals. You see churn risk before it’s an email. Voice of the customer. You convert customer feedback into weighted, prioritized product and service input for our CEO, CTO, and Head of Security Operations — and you close the loop with customers when feedback ships. Building the function. You co-own the CSM playbook, health model, QBR template, renewal motion, and onboarding artifacts with our founding CSM. Every customer you work with should teach us how to make the next customer easier. Requirements You have a genuine interest in helping people and excellent critical thinking skills. 4–7 years in Customer Success or Strategic Account Management at a cybersecurity company — ideally an MDR, XDR, SIEM, SOAR, or SOC platform vendor. You have enough fluency in security operations to hold a credible conversation with a CISO without needing to be the deepest technical voice in the room (that’s the CSE). You have run QBRs for a CISO audience. You know the difference between a metrics dump and an executive narrative, and you have the scar tissue to prove it. You have carried a renewal and expansion number and hit it. Consultative, value-based selling comes naturally; you are comfortable owning the commercial conversation end-to-end. You have done zero-to-one before, in any startup role: drafted the first playbook, stood up the first health model, wrote the first QBR template. Ambiguity is ok with you. You are a natural communicator. Your clarity, tone, and presence in-person and in writing matter. You believe the future of managed security is an AI-native service, not a legacy SOC with a chatbot bolted on top. Bonus Points Experience on a pre-50-person pre or post-sale team or as a first CS hire. You have built or rebuilt a Customer Success function 0→to–1 at a previous company. Fluency with the modern cloud security stack our customers use: Wiz, CrowdStrike, SentinelOne, Entra ID, Okta, CloudTrail, Google SecOps, Panther. Experience selling into or supporting cloud-native security programs (AWS, GCP, M365, Google Workspace, SentinelOne, CrowdStrike, Okta, Entra). Why This Role Matters at Daylight Daylight’s thesis is that trust is the moat. Customers do not stay with an MDR because the detections are 2% better; they stay because the partnership compounds — business context gets deeper, response gets more autonomous, and the security team sleeps better. The Customer Success Manager is the person who makes that compounding visible, measurable, and commercially defensible every quarter. Without this role, Daylight is a great service that customers love, but lose touch with and struggle to prove value from. With it, Daylight becomes the default AI-native managed security partner for the next decade.