Description
Job Overview
We are looking for a dynamic Client Success Manager to join our growing team.
As part of a fast-growing, entrepreneurial company, you'll have the opportunity to help organizations navigate the rapidly evolving world of AI security. If you're passionate about building strong client relationships, solving complex challenges, and driving the successful adoption of innovative technology, this is an exciting opportunity to make an impact.
In this role, you will be the primary point of contact for our clients, guiding the successful adoption of Vulcan, our AI security platform that helps organizations secure, test, and govern AI systems through both defensive and offensive AI security capabilities.
You will manage ongoing customer relationships, coordinate project delivery, provide day-to-day product support, and serve as the first point of contact during incidents, working closely with our product and engineering teams to ensure timely resolution. Your focus will be to help customers maximize the value of Vulcan while delivering a high standard of service and customer success.
Learn more about Vulcan: https://vulcanlab.ai/
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Responsibilities and Duties
- Serve as the primary point of contact for enterprise customers throughout their journey with Vulcan, from onboarding and implementation to ongoing support and success.
- Work closely with client business unit, security team, AI project team, and IT teams to understand requirements, define project scope, and coordinate successful deployment of Vulcan's AI security solutions.
- Lead customer onboarding, product training/ workshop, and enablement to ensure users can effectively leverage Vulcan's defensive and offensive AI security capabilities.
- Develop implementation plans, track milestones, manage priorities, and coordinate internal resources to ensure timely delivery and customer success.
- Prepare and maintain clear documentation, including business requirements, implementation plans, meeting notes, and user guides.
- Identify project risks, dependencies, and adoption challenges, and proactively work with internal teams to drive successful outcomes.
- Advise customers on AI security best practices, helping them adopt Vulcan effectively to strengthen AI governance, security, and resilience.
- Coordinate with engineering and product teams to ensure timely resolution in accordance with service level commitments.
- Build trusted relationships with customer stakeholders, to maximize the value of Vulcan and support long-term partnership
- Gather customer feedback and collaborate with the product, engineering, and marketing teams to improve the platform, shape product roadmap priorities, and identify opportunities for growth.
- Monitor customer adoption, product usage, and success metrics, proactively engaging customers to maximize value and drive long-term adoption.
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Requirements
- 3-5+ years of experience working in a customer-facing role or in a client services team capacity in the B2B software/ cybersecurity/ AI solutions industry and/or high-growth startups
- Fluent in business English and Mandarin, with exceptional verbal and non-verbal communication skills, including presenting, negotiating, and reporting.
- Excellent customer success skills with a knack for developing strong relationships with project stakeholders
- Able to manage multiple priorities, work under fast-paced startup environment
- Attention to detail, with a strong commitment and desire for high standards of work
- Ability to seamlessly work with remote teams, including internal and external partners
- Self-motivated, looking for a challenge and excited to make a difference
- Understanding of AI, cybersecurity, or information security concepts; knowledge of AI security, AI governance, OWASP LLM Top 10, MITRE ATLAS, NIST AI RMF, or ISO/IEC 42001 is an advantage.
- Strong interest in AI security and willingness to continuously learn about emerging AI threats, vulnerabilities, and industry best practices.
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Other Benefits
To us, people are our greatest asset, and we are more than happy to invest in employees! We create a healthy work atmosphere and provide you with the tools and support for doing your job successfully. With a culture of flexibility and transparency, we believe there should be no barriers, and everyone’s contributions matter.
Work Life Balance is a must
- 15 days annual leaves (pro-rata for partial month at first year)
- 5 days full-pay sick leaves, 3 days menstrual leaves
- Health check subsidy
- Ergonomic-design chair and fully-equipped devices for work
- Hybrid remote work and flexible working hour.
Grow together & keep learning
- Conferences & external subsidy
- Learning clubs to share technical skill (e.g: Frontend/Backend tech sharing, Blockchain...etc)
Work Hard, Play even Harder
- Various entertainment & sports clubs, attend basketball clubs today, and play board game tomorrow!
- Snacks & beverage to refill your energy anytime
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