Customer Success Manager (Founding)

Bricklayer AI is the first multi-agent LLM-based AI solution that brings autonomous AI specialists and human experts into a single collaborative and effective security team. Our automated AI Security Analyst, Threat Intelligence Analyst, and Incident Responder autonomously handle complex incidents, with minimal human oversight. They learn continuously, collaborate seamlessly, and enable human teams to build a stronger defense.

Our founding Customer Success Manager will influence, build and execute the Customer Experience strategy for Bricklayer AI, managing a book of enterprise customers while defining the scalable processes for long term success. This founding role requires you to understand the entire customer lifecycle, define and manage renewal, upsell, and expansion strategy, and help build customer champions. You will also actively participate in building new processes and own projects related to the expansion of Bricklayer’s Customer Success organization. In this role you will report directly to the Head of Customer and Partner Experience.

The Customer Success Manager will be responsible for ensuring customers achieve their desired outcomes with the Bricklayer AI platform. This role involves proactive engagement with customers from onboarding to offboarding, managing account health, providing program management support and helping drive renewals and upsell.

• Build and maintain strong relationships with customers.
• Act as the primary point of contact for customer onboarding, training, offboarding and renewals
• Develop and implement customer success plans, reporting models, and customer case studies
• Conduct regular reviews, including tactical, Monthly Operational, and QBRs
• Collaborate with sales and product teams to address customer needs and feedback. Act as the Voice of the Customer
• Own and drive contract renewal, identifying upsell opportunities
• Collaborate with sales to expand revenue in a land and expand motion.
• Collaborate closely with the Head of CPX to design and grow the Customer Success organization

Required Skills & Experience  

• 8+ years of experience in customer success or account management.
• 3+ years of experience working with large enterprise customers.
• Proven experience in revenue renewal, upsell, and retention.
• Experience with Hubspot (or similar CRM tools), Confluence, etc.
• Experience working in a startup environment; the cybersecurity industry is a strong plus.
• Excellent communication and project management skills.
• Strong problem-solving skills and the ability to think strategically with a customer-centric mindset.
• Ability to work in a fast-paced, dynamic environment.
• Ability to travel 1-3x per quarter

Preferred Qualifications

• Strong understanding of the SOC ecosystem, including SIEM, EDR, SOAR, and TIP.
• Experience building and running a small customer success team at a startup.
• Experience in supporting customers in new and emerging product categories.

What Success Looks Like  

•  Meets or exceeds product adoption, CSAT, Renewal, Upsell, and Churn targets
• Positions Bricklayer as a trusted partner among enterprise CISOs.
• Drives multi-year, strategic relationships that expand Bricklayer’s footprint.