Founding Senior Customer Success Manager, London

Responsibilities Own all aspects of customer implementation, onboarding, and ongoing support for enterprise customers. Lead customer kick-off calls, setting clear expectations and ensuring a smooth, successful deployment. Act as the first point of contact for customer-reported issues, delivering prompt troubleshooting and clear communication through to resolution. Proactively monitor and manage support channels (email, chat, ticketing systems), ensuring timely and high-quality responses. Partner closely with Engineering to escalate, track, and resolve complex technical issues, while identifying broader platform or reliability trends. Collaborate cross-functionally with Product, Design, Sales, and Leadership to continuously improve customer experience, tooling, and processes. Serve as the voice of the customer by gathering feedback, identifying product gaps, and influencing feature development. Build scalable customer success playbooks, documentation, and best practices as the function grows. Consistently exceed customer expectations across responsiveness, quality of support, and overall satisfaction.

Qualifications 4+ years of experience in Customer Success, Implementation, Technical Support, or a similar client-facing role at a SaaS company. Experience supporting enterprise or mid-market customers in a technical or product-led environment. Strong troubleshooting and problem-solving skills, with the ability to translate technical concepts into clear, customer-friendly guidance. Excellent written and verbal communication skills, with a customer-first mindset. Proven ability to juggle multiple priorities and thrive in a fast-paced, high-growth startup environment. Experience collaborating with cross-functional teams to diagnose issues and deliver timely solutions. A growth mindset and eagerness to learn quickly—both from customers and from working closely with engineers and product managers.

Bonus: experience in cybersecurity, AI, or highly regulated industries (e.g. financial services, healthcare). What We Offer The opportunity to build and define Adaptive’s Customer Success function from the ground up in a brand new territory. High ownership and visibility, with direct impact on customer outcomes and company growth. A collaborative, inclusive environment where every team member’s contribution matters. A culture that values continuous learning, professional development, and career progression. The chance to work on cutting-edge AI cybersecurity products that protect organisations around the world. Environment This role will be on-site, based out of our London office Monday - Friday. You’ll be part of a highly collaborative team that values real-time communication and hands-on problem solving.

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