Senior Customer Success Manager

As Lakera’s first Customer Success team member, you will play a crucial role in shaping and driving the customer success strategy at Lakera. You’ll be responsible for ensuring our customers realize maximum value from our products and services while building long-term relationships.

As a founding team member, you’ll also have the unique opportunity to help shape the future of the Customer Success team, influence the product roadmap and work cross-functionally to elevate customer satisfaction and retention.

About Lakera

Lakera is on a mission to secure the era of intelligent computing. We are heading towards a future where AI-powered applications take center stage. Here at Lakera, we're not just dreaming about the future; we're building the security foundation for it. We empower builders, giving them the confidence to navigate this new dynamic landscape and unleash the next phase of innovation. 

We work with Fortune 500 companies, startups, and foundation model providers to protect them and their users from adversarial misalignment. We are also the company behind Gandalf, the world’s most popular AI security game. If you're eager to be part of a team that's not just keeping pace but setting the pace, Lakera is the right place for you. Let's shape the future together.

Lakera has offices in San Francisco and Zurich.

We move fast and work with urgency. We act as one team but expect everyone to take substantial ownership and accountability. We prioritize transparency at every level and are committed to always raising the bar in everything we do. We promote diversity of thought as we believe that creates the best outcomes.

What You’ll Do

• Customer Onboarding: Lead onboarding sessions, guiding new customers to quickly achieve desired outcomes with Lakera’s products and services.
• Customer Engagement: Build and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor.
• Proactive Account Management: Regularly engage with customers to understand their evolving needs and goals, and identify opportunities to add value.
• Retention & Renewal: Drive customer retention and renewal rates by ensuring customer satisfaction and proactively addressing any concerns or challenges.
• Product Feedback: Collect and communicate customer feedback to product and engineering teams, playing a key role in shaping the product roadmap.
• Data-Driven Insights: Leverage data and customer insights to identify trends, risks, and opportunities, and share actionable recommendations.
• Cross-Functional Collaboration: Work closely with Sales, Product, Engineering, and Marketing teams to provide a seamless and unified experience for customers.
• Customer Advocacy: Act as the voice of the customer within the company, ensuring customer needs and perspectives are considered in key decisions.

What You’ll Bring

• Experience: 5+ years in Customer Success, Account Management, or related roles, ideally within a high-growth B2B SaaS startup or AI company.
• Technical Background: Previous experience as a software engineer and/ or technical degree. 
• Leadership: Proven ability to influence and drive strategy with minimal guidance. Experience in building or scaling a Customer Success team is a strong plus.
• Customer-Centric Mindset: Deep understanding of customer success best practices, with a passion for delivering exceptional customer experiences.
• Communication Skills: Excellent verbal and written communication skills with the ability to clearly articulate complex concepts.
• Analytical Ability: Strong analytical skills, with experience in leveraging customer data to drive outcomes and make recommendations.
• Results-Driven: A proactive, self-starter with a strong sense of ownership and accountability.

Location: San Francisco

Logistics: Hybrid with 3 days in office. We’re excited about candidates who want to contribute to our in-office culture.

Deadline to apply: None. Applications will be reviewed on a rolling basis.

Compensation and Benefits: Our total compensation package is a blend of salary, equity, and benefits.

We are committed to paying fairly and aim for these three elements collectively to be highly competitive with market rates. Equity - On top of this position's compensation, equity will be a major component of the total compensation. We aim to offer higher-than-average equity compensation for a company of our size and communicate equity amounts at the time of offer issuance. 

Benefits:

• Equity package.
• Comprehensive health, dental, and vision insurance.
• 401k plan.
• Paid parental leave.
• Unlimited PTO.
• Wellness and commuter benefits.

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