Customer Success Associate

About

Adaptive is a cybersecurity startup on a mission to stop AI-powered cyberattacks, founded by Brian Long and Andrew Jones—proven entrepreneurs behind Attentive (Forbes Cloud 100, $10B+ valuation) and TapCommerce (acquired by Twitter). In April 2025, Adaptive raised $43M, led by a16z and the OpenAI Fund, marking OpenAI's first-ever cybersecurity investment.

As generative AI drives new cyber threats, Adaptive is building the defense layer every organization needs. Our platform combines personalized security training, AI-driven attack simulations, and automated threat triage, all powered by the Adaptive Risk Intelligence Engine to quantify human risk at the individual level. Trusted by top banks, tech companies, and healthcare organizations, we protect teams from emerging threats like deepfakes, smishing, and voice scams. With a solid product foundation and a $200B+ market to transform, we're just getting started.

Role

We are growing our Customer Success team based out of our NYC office. The Customer Success Associate role is a foundational role with the autonomy to define and shape our customer onboarding and support processes from the ground up. You will act as the first line of defense for our clients—owning all aspects of implementation, onboarding, and technical support. As the “face of the product”, you will ensure customers see immediate and lasting value from our platform. You’ll partner directly with leadership and Engineering to rapidly troubleshoot issues, relay product feedback, and identify areas for improvement—ensuring a world-class experience for our users. This is an opportunity to make a significant impact, influence how we scale, and grow your career alongside a fast-moving, well-funded startup.

Responsibilities

• Own all aspects of customer implementation, onboarding, and support.

• Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.

• Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.

• Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquiries.

• Collaborate with Engineering to escalate and resolve complex incidents, surfacing broader product or platform health concerns as needed.

• Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processes.

• Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.

• Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction, ensuring customers achieve ongoing success with our platform.

Qualifications

• 1-3 years of work experience, ideally at a SaaS company (bonus points for direct Customer Success, Implementation, or Client Support experience)

• Strong troubleshooting and problem-solving skills

• Excellent written and verbal communication skills and a customer-first mindset.

• Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environment.

• A growth mindset and willingness to learn rapidly—both from customer interactions and from working closely with engineers and product managers.