Customer Success Manager - AI Strategy

Summary

Join StackHawk as a Customer Success Manager - AI Strategy and partner with customers to drive adoption, retention, and growth. This role involves acting as a consultant, leveraging data and strategic insight to create measurable outcomes for customers. You will be the primary point of contact for a subset of the customer base, owning the end-to-end relationship. Responsibilities include implementation management, customer journey mapping, data-driven customer engagement, and value realization. You will also contribute to AI-assisted workflows, develop scalable programs, and analyze usage patterns to identify opportunities for deeper adoption. The role requires strong technical credibility, integration literacy, and organizational insight. Finally, you will own renewal strategy, identify expansion opportunities, and collaborate cross-functionally.

Requirements

• 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
• Bachelor’s degree required; advanced degree a plus

Responsibilities

• Guide customers through product onboarding, new process adoption, and Shift-Left organizational change, ensuring strong internal alignment and adoption
• 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
• Analyze product usage, customer health scores, and key metrics to proactively identify adoption gaps, risks, and opportunities
• Translate scan coverage, authenticated scanning, and integration progress into clear business value (risk reduction, compliance posture etc.)
• 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
• Help develop scalable, one-to-many programs (digital success playbooks) to support a broader customer base while maintaining personalized touches for high-value accounts
• 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
• 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
• 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
• Orchestrate workflow connections (e.g., SSO/OAuth, ticketing, issue trackers, webhooks/APIs) to embed StackHawk into day‑to‑day developer and security processes
• 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
• Own renewal strategy for assigned accounts, proactively identify expansion opportunities, and build executive‑level business cases grounded in usage, outcomes, and roadmap alignment
• Lead compelling virtual EBRs and outcome reviews; align on objectives, risks, ROI and next steps with both technical and executive stakeholders
• Synthesize product feedback and security findings into actionable insights for Product, Engineering, and Support; help shape roadmap priorities and enabling content

Preferred Qualifications

• 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)

Benefits

• Health, dental, and vision insurance 100% paid for employees and dependents
• Other benefits include life insurance, AD&D, and 401K
• Take what you need vacation plus ten paid holidays!
• We’ll contribute to your WFH setup and hook you up with occasional at-home perks
• $100,000 - $130,000 a year