As Customer Onboarding Manager at Maze, you'll be the founding post-sales hire who defines what exceptional customer onboarding looks like for an AI-powered cybersecurity platform. This is a unique opportunity to join as one of the early team members of a well-funded startup building at the intersection of generative AI and cybersecurity, working directly with our VP of Operations to build the customer success function from the ground up.
You'll take full ownership of the customer journey from contract signature to active adoption, conducting hands-on onboarding workshops with security teams, building scalable playbooks and documentation, and ensuring customers realize value quickly from our AI agents. Your success will be measured by time to value, daily product adoption rates, and your ability to build self-serve support systems that scale as we grow. This role is perfect for someone who thrives in 0-to-1 environments, loves getting technical with customers, and wants to build and eventually lead the entire customer success function.
Unlike typical CSM roles, you'll be working with cutting-edge AI agent technology that's transforming how security teams investigate, triage, and remediate vulnerabilities. You'll need genuine technical aptitude to understand how our LLM-powered agents work, configure complex integrations, and translate technical capabilities into customer workflows. This is hands-on implementation work, not just relationship management—you'll be in the product daily, building alongside customers and defining best practices that will scale with our growth.
Your Contributions to Our Journey:Lead Hands-On Customer Onboarding: Own the complete onboarding experience for new customers, conducting technical workshops, configuration sessions, and training with security engineering teams to drive rapid time-to-value and active daily adoption
Build Scalable Customer Operations: Create comprehensive onboarding playbooks, documentation libraries, and self-serve support resources that enable customers to succeed independently while reducing support ticket volume as we scale
Drive Technical Integration Success: Work directly with customer security teams to implement integrations with their existing tools and workflows, ensuring our AI agents seamlessly fit into their vulnerability management processes
Enable Product-Led Growth: Gather systematic customer feedback and insights, working closely with product and engineering teams to prioritize features and improvements that drive adoption and expansion
Establish Support Excellence: Handle customer support queries while building the foundation for scalable support operations, tracking metrics and identifying opportunities to increase self-serve support percentage
Define Customer Success Standards: Partner with VP of Operations to establish what world-class customer onboarding looks like for AI-powered security tools, setting the foundation for the team you'll eventually build and lead
Champion Customer Outcomes: Measure and optimize for customer success metrics including time to value, daily active usage, integration completeness, and customer health scores rather than just activity metrics
Relevant Experience: 3-5 years in customer-facing roles at B2B SaaS companies, with proven track record of driving customer adoption and success—we're open to career transitioners from technical roles, product management, consulting, or analyst positions who want to move into customer success
Technical Aptitude: Strong technical foundation with ability to quickly understand complex products, configure integrations, troubleshoot technical issues, and communicate technical concepts clearly to both customers and internal teams
Hands-On Implementation Mindset: Proven experience or strong aptitude for hands-on customer implementation work—comfortable being in the product daily, building configurations, and solving technical problems alongside customers rather than delegating to others
Process Builder Mentality: Track record of building scalable processes, documentation, and systems from scratch—excited about creating playbooks, writing knowledge base articles, and establishing best practices that outlast your individual contributions
Customer Obsession: Genuine passion for customer success with examples of going above and beyond to ensure customers achieve their goals, building strong relationships with technical and executive stakeholders alike
Startup Velocity: Thrives in fast-paced, ambiguous environments with comfort making decisions without perfect information—ability to move quickly between detailed execution and strategic thinking without needing everything defined upfront
Communication Excellence: Exceptional verbal and written communication skills with ability to explain complex technical concepts clearly, run effective workshops, and build rapport with security engineers and their leadership
Organizational Mastery: Outstanding at juggling multiple customers and priorities simultaneously, staying organized under pressure, and driving projects to completion even when coordinating across multiple stakeholders
Nice to Haves:
Cybersecurity domain knowledge or experience in security-adjacent products (vulnerability management, risk platforms, detection tools)
Previous experience implementing technical products or working with security engineering teams
Background at technical B2B SaaS companies where the product required genuine technical understanding
Experience building or scaling a customer onboarding function from early stages
Familiarity with AI/ML products or agent-based systems
Founding Opportunity: Join as the first customer success hire and define what exceptional customer onboarding looks like for AI-powered cybersecurity—you'll build the playbooks, establish the standards, and create the foundation for the entire function
Ambitious Challenge: We're using generative AI (LLMs and agents) to solve some of the most pressing challenges in cybersecurity today. You'll be helping security teams discover and adopt breakthrough AI capabilities that transform their workflows.
Expert Team: We are a team of hands-on leaders with experience in Big Tech and Scale-ups. Our team has been part of the leadership teams behind multiple acquisitions and an IPO.
Impactful Work: Cybersecurity is a force for good—helping to stop cyber attacks ultimately helps deliver better outcomes for all of us. Your work will directly enable security teams to protect organizations worldwide.
Build an AI-Native Company: We're building a new company in the AI era with the opportunity to design everything from the ground up—you'll define customer success practices for AI agent platforms that don't exist anywhere else yet.
Limitless Growth Trajectory: Clear path to building and leading the entire customer success team as we scale, with opportunities to expand into product management or solutions engineering based on your interests and strengths—significant equity upside and direct partnership with experienced leadership.
