Customer Success Manager

ShadowHQ • Full-time • Remote (Greater Toronto Area, Canada, CA) • 3w ago

Customer Success Manager

This is a foundational Customer Success role at ShadowHQ that you’ll help build.

You’ll own customer onboarding, adoption, renewals and ongoing success for organizations using ShadowHQ during preparedness and real cyber incidents. You’ll work directly with CISOs, IT leaders, GRC teams, and business continuity professionals to ensure ShadowHQ is embedded into their operational workflows before a crisis hits.

This role blends customer success, enablement, and light sales. You’ll be the voice of the customer as they operationalize ShadowHQ as their out-of-band cyber response platform.

You’re proactive, structured, and calm under pressure. You care deeply about outcomes.

You’ll also help define ShadowHQ’s customer success processes, tooling, onboarding frameworks, and health metrics.

This is not a passive account management role. You are accountable for customer readiness in a fast growing segment of the cyber security industry.

How you can help

Own onboarding for new customers: kickoff calls, platform setup, user enablement, and early success plans
Guide customers through implementing ShadowHQ for incident response, tabletop exercises, and preparedness workflows
Drive product adoption across security, IT, GRC, and business continuity stakeholders
Act as the primary point of contact post-sale for customer success and value realization
Proactively identify risks to adoption, engagement, or renewal and address them early
Help customers operationalize playbooks and response processes inside ShadowHQ
Support and facilitate tabletop exercises (TTXs) alongside customers and partners
Maintain accurate customer notes, health signals, and activity in CRM
Capture product feedback, feature requests, and real-world customer needs and relay them to product and leadership
Help define and improve customer success playbooks, onboarding materials, and best practices
Partner closely with Sales, Product, and Engineering to ensure a tight feedback loop
Identify expansion opportunities and support renewals through demonstrated value
Occasionally support customers during live incidents (Right-of-Boom moments)

Relevant Experience

2–3+ years experience in Customer Success, Implementation, or Solutions roles in B2B SaaS
Experience in cybersecurity, IT, risk, or regulated industries strongly preferred
Comfortable working with CISOs, IT leaders, and technical stakeholders
Strong operational mindset — you think in systems, processes, and outcomes
Able to run structured onboarding while adapting to each customer’s maturity level
Calm, credible communicator in high-stakes environments
Proactive problem-solver who doesn’t wait to be asked
Highly organized with strong follow-through
Ownership mentality — you treat customer success as your responsibility
Excited to help build a CS function from the ground up

About ShadowHQ

ShadowHQ is a cyber crisis management platform that keeps organizations operational when core systems are compromised due to an attack., ShadowHQ provides a secure, out-of-band virtual bunker for incident response, preparation, and recovery.

We work with governments, financial institutions, healthcare, and critical infrastructure across Canada, the U.S., and Europe. This is Right-of-Boom cybersecurity—built for real incidents.