Customer Success Manager - US East Coast

Twine builds AI Digital Employees who help cyber teams close the execution gap. Our first AI Digital Employee, Alex, learns, understands and takes away the burden of Identity and Access Management (IAM) tasks - proactively completing the organization’s cyber objectives.

About this role:

You’ll accelerate onboarding and adoption for enterprise customers in North America: immersing Alex in each customer’s environment, working side-by-side with their identity team, and delivering 10x value together. Adoption here isn’t about running down a generic list of use cases - it’s about deep co-innovation with the customer.

As a category-defining product, this role requires extreme creativity: imagining all the ways an AI-native digital employee can drive impact, proving them in the field, and feeding those insights directly back to our R&D and product teams. You will be our first CSM in the US, establishing the playbook and setting the standard for the entire region.

Responsibilities#

• Own a book of enterprise customers from kickoff to renewal and expansion, with adoption depth and value delivered as your core measures.
• Accelerate onboarding: turn PoC success criteria into a first-year plan and quarterly program goals, and get Alex to its first real wins fast.
• Immerse Alex in the customer’s environment: learn how their identity team works day to day, and together with them find every place a digital employee can take on the work, well beyond the standard use cases.
• Build multi-threaded relationships from IAM engineers to the CISO; develop champions and keep the map current as orgs change.
• Work with the customer’s identity team and our Forward Deployed Engineers to resolve technical challenges, so Alex can work broadly and smoothly and generate more value.
• Run business reviews that tie Alex’s work to measurable outcomes: hours returned to the team, tickets resolved, reviews completed, risky accounts remediated.
• Track health and risk, escalate early, and keep a clear record of open action items, bugs and feature requests.
• Be the voice of the customer to Product: turn what you see in the field into well-framed requests with business impact attached.

Requirements#

• 5+ years in Customer Success, Technical Account Management or a similar post-sale role, with at least 5 years managing enterprise customers (must).
• A past book of business of at least $3M ARR in total, including individual accounts of $500K ARR or more.
• Excellent customer management and relationship building: earning trust with practitioners and executives up to the CISO, developing champions, and staying multi-threaded through org changes.
• Creativity and curiosity: a track record of finding new ways for a product to create value, not only driving the use cases on the roadmap.
• Background in the cybersecurity industry (must), with a solid understanding of how security teams work and what drives their priorities. IAM knowledge and experience is a big differentiator and advantage.
• Advanced, daily use of AI tools to research, write, analyze and automate, with the habit of solving problems on your own before escalating.
• Advantage: experience working at startup-stage companies in dynamic, fast-changing environments, including building processes from scratch.