Technical Customer Success Manager (AMER)

At XBOW, we’re redefining the future of cybersecurity by building the world's first autonomous pentester, powered by AI. Today, the gold standard for securing software systems is human pentesters, but with the rise of artificial intelligence, we’re stepping up to scale offensive security to meet the ever-growing demand.

AI is transforming the landscape of both cybersecurity and cyberattacks. While millions of people without security expertise are creating software, bad actors are using AI to launch more effective attacks. XBOW fights back with AI-driven superpowers, enabling security teams to stay one step ahead.

Backed by Sequoia Capital and Altimeter, and a team that includes the creators of GitHub Copilot and GitHub Advanced Security, XBOW is not just keeping up with the times—we’re shaping the future of cybersecurity. Our mission is simple: to defeat the bad actors before they strike, using AI to revolutionize how we approach offensive security.

We’re building something that must be built, and we’re the team to do it. Join us in shaping the next frontier of autonomous security.

We’re looking for a technical-minded Customer Success Manager to join our founding Customer Success team and help scale a growing and diverse customer base. Your mission: ensure a smooth, reliable experience across the customer journey—while stepping in with just the right level of support as needed.

You’ll be a super-owner of the post-sale lifecycle: supporting a high volume of customers with efficiency, structure, and care. Whether guiding user experiences, troubleshooting product questions, or surfacing systemic blockers, you’ll drive continuous improvement across tools, workflows, and customer outcomes.

This role blends customer-facing empathy with a TPM’s mindset—you won’t write code, but you’ll need to understand where processes, automation, and product experience can improve the journey. You’ll also help define what scaled success looks like at XBOW.

• Serve as the primary point of contact and for a large and growing portfolio of customers

  • Own the end-to-end customer experience across hundreds of accounts; nothing falls through the cracks

  • Deliver a high-touch experience when needed by acting as a problem solver—conduct independent analysis and triage before escalating to internal teams

• Develop and own repeatable workflows to scale self-service–led entry with product-led expansion

  • Collaborate closely with both product and sales teams to align on strategy and execution

  • Act as an external-facing technical program manager—identify process gaps, advocate for fixes, and recognize when automation is needed, even without writing code

• Represent the voice of the customer internally to drive adoption and continuous improvement

  • Advocate for product and process changes that reduce friction, automate touchpoints, and improve outcomes

  • Navigate product questions with confidence, escalating appropriately even without deep domain knowledge

• Customer-obsessed and detail-oriented - you take ownership of outcomes and never let issues slip through the cracks

• Strong communicator with the confidence to guide, reassure, and escalate as needed

• Comfortable juggling a high volume of customers while seamlessly context-switching between priorities 

• Curious and resourceful - able to navigate technical product conversations without deep domain expertise

• Process-minded and operationally strong - you see opportunities to systematize from hands-on experience

• Thrives in ambiguity and early-stage environments where you help build scalable processes and solutions from the ground up

• Experience in a technical customer-facing role at a SaaS or cybersecurity startup

• Familiarity with application security or developer tools

• Background in technical program management or scaled customer success

• Ability to perform product demos and customer training sessions

• Experience with automation, support tooling, or scaled outreach

• Compensation & Equity: Competitive salary and a meaningful equity package—you’ll be a true owner in what we’re building

• Customer Impact: Help hundreds of customers succeed with AI-driven security at scale

• Career Growth: Shape how we deliver customer success in a high-volume, high-leverage environment.

• Mission-Driven Team: Join a company that’s not just following the AI wave—we’re defining what the future of security looks like

Location: Remote in the US (all team members are remote but we meet regularly and you’re supported to travel to collaborate with colleagues in person)

Contract: Full-time.

We’re looking for someone who brings empathy, urgency, and clarity to the self-serve customer journey. If you’re excited to support our mission and help shape the future of scaled customer success at XBOW, we’d love to talk.

Even if you don’t meet every requirement, we encourage you to apply. We value curiosity, resilience, and people who are excited to build the future of security with us.