Founding Customer Success Manager

Responsibilities

You will be the first Customer Success hire, responsible for managing the entire customer lifecycle from onboarding to renewal. You will also build internal processes and translate customer feedback into actionable insights for the Product and R&D teams.

Requirements

Candidates must have 5+ years of experience in a customer-facing role at a SecOps vendor and possess deep knowledge of the SecOps landscape. A proven track record of building customer success processes from scratch and proficiency in using AI tools are required.

Skills

• Customer Success
• SecOps
• Onboarding
• Relationship Management
• Playbook Development
• Product Strategy
• AI Tools
• SIEM
• SOAR
• XDR
• MDR
• Technical Support
• Account Management
• Customer Retention
• Workflow Integration

About this role

What you'll own
Fig keeps SOC detection and response working when everything around it changes. SecOps engineers across various organizations from mid-size to F500 enterprises use Fig to engineer and monitor their SecOps infrastructure 10X faster, with full control and confidence. You'll be our first Customer Success hire, own every customer from signature to renewal, and build how Fig does customer success.

What you'll be doing
Onboard new customers: Take each customer from install to the point where Fig is fully integrated into their engineering workflows.
Own the relationship: Be the main contact for the SecOps teams on your accounts. Identify opportunities to solve more when they’re happy, and nurture when they’re not.
Write the playbook: Build our process for onboarding, health checks, business reviews and renewals (did someone say AI?)
Bring it back: Turn what customers tell you into specific asks for Product and R&D.

Requirements
What you'll bring
SecOps vendor experience: 5+ years in a customer-facing role at a SecOps vendor, such as SIEM, SOAR, XDR or MDR.
SecOps Fluency: You understand SecOps day-to-day, tech stack, pains, initiatives and their solutions landscape (products and services).
Builder track record: You've set up CS processes from scratch, not only run existing ones.
AI in your workflow: You already use AI tools to do your job, and you can show us how.
Product mindset: you understand client needs (even if it’s not what they actually ask for) and are able to either help them fulfill it with existing capabilities, or convey it to the product team.

Why You’ll Love Working Here
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About Fig Security

Computer and Network Security · 11-50 employees · headquartered in New York, NY · founded 2025