About Base Operations
At Base Operations, we empower organizations with the intelligence they need to navigate an unpredictable world. Our AI-powered platform aggregates and analyzes global threat data—crime, protests, and political instability—to help Fortune 500 companies protect their people, assets, and operations.
Backed by top-tier VCs and developed at Harvard and MIT, we are transforming security intelligence. Our team is a curious, mission-driven, and fun-loving group obsessed with solving hard problems, increasing transparency, and helping businesses operate more safely and efficiently worldwide.
About the Role
We’re looking for a Senior Customer Success Manager to lead and expand our enterprise customer relationships. You’ll play a pivotal role in driving customer adoption, retention, and expansion, while also supporting sales enablement, solutions architecture, and onboarding efforts.
The ideal candidate has a strong strategic account management background, combining consultative and technical expertise to maximize customer success. This role offers the opportunity to shape our customer success frameworks and influence product direction while working cross-functionally with Sales, Product, Finance, and DevOps. You’ll report directly to our Chief Operating Officer and have a direct impact on the company’s growth.
What You’ll Do
- Own Enterprise Customer Success: Drive adoption, retention, and expansion through strategic account management and proven SaaS-based customer success tactics.
- Bridge Customer Success & Sales Enablement: Partner with Sales to provide product and operational expertise, supporting pre-sales efforts and accelerating deal cycles.
- Develop & Evolve Success Frameworks: Define and execute strategies that maximize customer value, increase net revenue retention, and reduce churn.
- Leverage Data for Customer Health Metrics: Work closely with Product to refine customer health scores and success metrics, using internal usage analytics.
- Run Monthly Customer Success Calls: Lead customer-facing sessions focused on new features, best practices, troubleshooting, and product feedback.
- Shape Product Strategy Through Customer Insights: Be a voice for customers internally, ensuring their needs inform product development.
- Manage Pre-Sales Security & Onboarding Reviews: Lead security assessments for vendor approvals and ensure seamless onboarding for enterprise customers.
- Support Finance & Procurement: Ensure accurate post-sales billing and procurement processes.
- Create Case Studies & Customer Content: Collaborate with Marketing and Sales to highlight customer wins and success metrics.
What You Bring
- 5-7 years of experience in Customer Success, Account Management, or a technical customer-facing role.
- Strong analytical background with data-driven decision-making skills.
- Experience in SaaS startups—comfortable in fast-paced, high-growth environments.
- Domain expertise in Cyber or Physical Threat Intelligence (Corporate Security, DoD/DHS experience is a plus).
- Experience working with Fortune 500 customers and managing enterprise accounts.
- Ability to operate independently while aligning with broader company objectives.
- Exceptional communication and interpersonal skills—capable of translating customer insights into impactful action.
- Experience in Sales Engineering or Solutions Architecture is a plus.
- Knowledge of SQL and Business Intelligence tools is a plus.
Why Join Us?
🚀 Join an award-winning, VC-backed, Series A company tackling real-world security challenges.
🌎 Work with a team that values curiosity, collaboration, and impact.
📈 Play a critical role in scaling a high-growth, cutting-edge AI-powered security intelligence platform.
💡 Get direct exposure to some of the world’s largest enterprises and security leaders.
