Founding Senior Customer Success Manager, London

About Adaptive

Adaptive is a cybersecurity startup on a mission to stop AI-powered cyberattacks. Trusted by leading banks, technology companies, and healthcare organizations, Adaptive protects teams from emerging threats like deepfakes, smishing, and AI-powered voice scams. With rapid enterprise adoption and a $200B+ market ahead, the company is just getting started.

The Role

We are rapidly growing our Customer Success function and are hiring a Founding Senior Customer Success Manager based in London. This is a highly impactful, hands-on role with significant autonomy to define and build our customer onboarding, implementation, and support processes from the ground up across the EMEA region.

You will act as the primary point of contact for customers post-sale, owning the full customer lifecycle from implementation through ongoing success. As the voice of the customer, you will ensure our clients realise immediate and long-term value from Adaptive’s platform. You will work closely with other CSMs, along with Engineering, Product, and Leadership to troubleshoot issues, relay customer feedback, and help shape the product roadmap.

This role is ideal for someone who thrives in early-stage environments, enjoys building systems from scratch, and wants to grow autonomously in a fast-moving, well-funded AI cybersecurity company.

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 based out of our London office. You’ll be part of a highly collaborative team that values real-time communication and hands-on problem solving.