Customer Success Manager - AI Strategy
Remote - Denver, Colorado
Customer Success /
Full-time /
Remote
StackHawk helps software developers find and fix security vulnerabilities before they deploy code to production. Every modern software development organization has shifted from quarterly releases to daily or hourly releases, incorporating Continuous Integration and Continuous Delivery (CI/CD). In the modern world of FinTech, HealthTech, cloud analytics and AI platforms, customers are entrusting their most critical data to software providers. Periodic manual security testing by an external team is simply too risky. Because of this, modern software development organizations are extending CI/CD to encompass Continuous Application and API Security Testing. This way, security can “shift left,” meaning vulnerabilities can be detected while the developer is actively working on the code.
StackHawk leads the market in developer first API security testing. Application and API security is an exciting market, where more than 43% of global decision makers are looking to implement dynamic application security testing during software development, which represents a massive opportunity for StackHawk. StackHawk is building out a team of leaders and team members that will capitalize on market pull, and enable growth-phase scale of the business.
StackHawk is looking for a strategic, data-driven Customer Success Manager - AI Strategy (CSM) who can partner with customers to drive adoption, retention, and growth. This isn’t a reactive support role; you’ll act as a consultant, leveraging data and strategic insight to create measurable outcomes for customers while contributing directly to revenue expansion.
As a Customer Success Manager - AI Strategy at StackHawk, you will be the primary point of contact for a subset of our growing customer base, owning the end-to-end relationship from onboarding through renewal. You will act as a strategic advisor and advocate, helping engineering and security teams maximize the value of StackHawk. This includes leading implementation and enablement efforts, coaching customers on Shift-Left best practices, proactively driving adoption and engagement, and identifying opportunities for expansion. You will partner closely with Solutions Architects, Product, Sales, and Support to ensure every customer achieves measurable security outcomes and has a best-in-class experience.
What You'll Do:
- Customer Outcomes & Adoption
- Implementation Management: Guide customers through product onboarding, new process adoption, and Shift-Left organizational change, ensuring strong internal alignment and adoption.
- Customer Journey Mapping: Build and execute tailored success plans for assigned accounts of varying size and complexity, focusing on strategic engagement and ensuring customers achieve success with StackHawk in their unique environments and workflows.
- Data-Driven Customer Engagement: Analyze product usage, customer health scores, and key metrics to proactively identify adoption gaps, risks, and opportunities.
- Value Realization: Translate scan coverage, authenticated scanning, and integration progress into clear business value (risk reduction, compliance posture etc.).
- AI‑Enabled, Digital‑First Scale
- AI‑assisted Success: Assist in designing and maintaining AI‑assisted workflows (e.g., meeting summaries, risk flags, next‑best actions), validate outputs, and convert insights into repeatable play.
- Digital-First Scale: Help develop scalable, one-to-many programs (digital success playbooks) to support a broader customer base while maintaining personalized touches for high-value accounts.
- Automation & Journeys: Assist in building and iterating on customer lifecycle programs that segment users and trigger the right engagement at the right moment, measuring impact and improving over time.
- Deep Adoption & Insights
- Analyze usage patterns across the entire customer base to identify trends, underutilized features, and opportunities for deeper adoption.
- Leverage AI and data analytics to pattern match behaviors across segments, surface actionable insights, and proactively recommend next‑best actions for both customers and internal teams.
- Collaborate with Product and Marketing to develop campaigns, content, and initiatives that highlight realized customer value, encourage feature adoption, and generate demand for new capabilities.
- Enable and support the broader CSM team by providing deep adoption analysis and tailored recommendations to help drive stronger engagement and expansion within their accounts.
- Serve as an internal champion for adoption by bridging insights from data with real‑world customer workflows to influence roadmap, enablement, and lifecycle programs.
- Technical & Program Enablement
- Technical Credibility: Engage directly with technical users on CI/CD integration, configuration, authenticated/API scanning best practices, and common AppSec patterns, partnering with Solutions Architects when deeper build out is required.
- Integration Literacy: Orchestrate workflow connections (e.g., SSO/OAuth, ticketing, issue trackers, webhooks/APIs) to embed StackHawk into day‑to‑day developer and security processes.
- Organizational Insight & Relationship Building
- Strategic Account Mapping: Map stakeholders across AppSec, engineering, DevOps, and leadership; build durable relationships and maintain early visibility into org changes, reprioritization, or new initiatives that impact adoption, value, or expansion.
- Commercial Ownership
- Renewals & Expansion: Own renewal strategy for assigned accounts, proactively identify expansion opportunities, and build executive‑level business cases grounded in usage, outcomes, and roadmap alignment.
- Executive Alignment: Lead compelling virtual EBRs and outcome reviews; align on objectives, risks, ROI and next steps with both technical and executive stakeholders.
- Cross‑Functional Collaboration
- Voice of Customer: Synthesize product feedback and security findings into actionable insights for Product, Engineering, and Support; help shape roadmap priorities and enabling content.
Experience & Knowledge
- 5+ years in a customer success, account management, or client‑facing role within a technology‑driven environment (recurring‑revenue/subscription experience preferred).
- AI & Automation Awareness: Experience leveraging AI or automation in day‑to‑day CS (e.g., summarization, risk detection, recommended actions, scaled outreach) with a bias for validating and operationalizing outputs.
- Technical Credibility & Multi‑Level Engagement: Confidently engage with AppSec and engineering teams on CI/CD, authenticated/API scanning, and security testing workflows while translating technical detail into business value for leadership.
- Data Fluency & Storytelling: Comfortable interpreting product usage, coverage, and health signals to identify risks, adoption gaps, and expansion opportunities and turning that into persuasive executive narratives.
- Automation & Journey Architecture: Proven ability to design segmented lifecycle programs (Journeys and Playbooks), set goals, instrument metrics, and iterate based on results.
- Integration Literacy: Working knowledge of developer/security tools and how to connect systems (SSO/OAuth, webhooks, APIs, ticketing) to embed the product in customer workflows.
- Organizational Insight: Experience tracking org maps, priorities, and changes across multiple departments; anticipate the impact on adoption and proactively course‑correct.
- Communication & Facilitation: Excellent written/verbal skills; adept at executive business reviews, success planning workshops, and technical enablement trainings.
- Growth Mindset: Curiosity to learn new technologies and AppSec concepts; adaptability across different customer environments and maturity levels.
- Nice to Have
- Exposure to AppSec/DevSecOps practices, OWASP concepts, or CI/CD platforms.
- Experience with CS platforms (e.g., Gainsight/ChurnZero/ClientSuccess/Planhat) and product analytics.
- Familiarity with issue tracking and developer platforms (e.g., Jira, Slack, GitHub/GitLab, Jenkins/Actions).
- Education
- Bachelor’s degree required; advanced degree a plus.
Why This Role is Different
- This role is built for a modern CSM who enjoys a blend of strategy, analytics, and revenue impact. You will be empowered with the tools to scale but expected to bring the skills and creativity to build meaningful, high-value customer relationships.
The Goods:
- Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together.
- Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, and 401K.
- Time to Recharge Encouraged: Take what you need vacation plus ten paid holidays! Unplug, recharge, and come back refreshed.
- Fun Team and Perks: We do great work and have fun doing it! We take care of our employees… We’ll contribute to your WFH setup and hook you up with occasional at-home perks. Plus, work with a team that loves to have fun while doing our work!
- Place Where Your Work Matters and You Grow: As a Series B company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.
$100,000 - $130,000 a year
The salary range for this role is $100,000 - $130,000 or commensurate with experience.
At StackHawk, we constantly strive to create an environment that allows our employees (Hawks) to do the best work of their lives. With our roots beginning in downtown Denver Colorado, we have many folks based in the Mountain time zone with the rest of our Hawks working remotely across the United States
We are also committed to keeping Hawks healthy, motivated, focused, and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.
StackHawk is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!
