At Critical Start, we’re on a mission to make everyone a valued member of a winning team, united by an inspiring purpose: shaping the future of cybersecurity. Since 2012, we’ve been dedicated to safeguarding organizations from cyberattacks, preparing for evolving threats, and earning recognition for our innovative contributions to the industry.

We thrive in an agile, collaborative environment that fosters creativity and action. At Critical Start, innovation drives everything we do. We pioneered the first MOBILESOC app for on-the-go threat detection and response, automated alert resolutions to maximize efficiency, and cut alert investigation time by 99.3% - transforming the way cybersecurity teams work. Our team and customers genuinely value the impact we make every day.

Everything we do is grounded in our three core principles:

• Do what’s best for our customers.
• Do what’s best for our team members.
• Don’t do things that suck.

Want to hear more from our team? Watch this video to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.

What can we offer you?

• A chance to make an impact every day—whether protecting customers or contributing to a greater mission.
• Collaboration with talented, supportive teammates who value accountability and growth.
• A commitment to continuous improvement, striving for excellence, and breaking past mediocrity.
• A culture of learning, innovation, and inclusivity, where every idea matters.
• Recognition for being at the forefront of the industry—we’ve received accolades that prove we’re doing something right.
• A supportive environment where you belong and your contributions truly matter, as one team member put it: “Every day presents new challenges and opportunities for growth, and the culture is unlike any other.

We are looking for an Onboarding Project Manager to ensure successful security outcomes and provide a premium onboarding experience. The ideal candidate would be detail-oriented and experienced in guiding customers through the Onboarding and Implementation phase of the lifecycle journey. Ideally, this person will have a strong background in managing service delivery objectives, monthly reporting, churn risk mitigation, as well as excellent presentation and communication skills (both written and verbal). They should also possess problem-solving abilities and the skill to collaborate effectively with various stakeholders without overcommitting resources, ensuring on-time completion of the most complex project deliverables. This is a remote position open to candidates within the U.S.

• Accountable/Responsible for managing the governance of the onboarding experience that enables customers to successfully adopt Critical Start products and services. 
• Define, build, and maintain onboarding project plans to ensure timely achievement of value delivered from Critical Start services. 
• Engage appropriate internal resources to address product scope, onboarding, and service enablement projects for large-scale customer deployments. 
• Take an advocate role in coordinating and resolving customer escalations raised during the onboarding process. 
• Develop clear and concise communication for the enterprise-class customer base, showcasing project timelines, deliverables, value outcomes, and key project KPIs. 
• Work closely with sales and Customer Success to mitigate customer risk. 
• Collaborate with Sales to identify upgrade opportunities, as necessary. 
• Identify and nurture customer reference contacts as new enterprise projects reach completion. 
• Collaborate with R&D, Development, and Product teams to gather product feedback, feature requests, and enhancements, closing the feedback loop. 
• Manage contractor resources required to increase expertise for larger volume deployment projects within the strategic enterprise customer base. 

Required Qualifications: 

• 5+ years of experience in customer support, customer success, or account management with a focus on SaaS, Cloud, or Security providers (MSP/MSSP). 
• 5+ years of direct customer management experience with responsibility for customer onboarding. 
• Experience in driving effective communication, enablement, conflict resolution, problem-solving, and project management. 
• Excellent writing and verbal skills, as this role heavily relies on effective communication. 
• Eagerness to solve problems collaboratively and efficiently, without overcomplicating processes. 
• 3+ years of experience using Gainsight, Salesforce, or other Customer Success Management (CSM) related CRM platforms, as these skills are crucial for success in the role. 
• Ability to engage and escalate as necessary to resolve customer issues, churn risk, and potential risks to renewal or retention. 

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously. 

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking. 

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do? 

What does our Compensation and Benefits package entail? 

• Competitive salary with bonus potential 
• 100% employee coverage for healthcare/50% coverage for dependents 
• Unlimited PTO (Paid Time Off) policy 
• Paid Parental and Military Leave 
• Dental and Vision Plan 
• Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage 
• Additional Voluntary Life Insurance coverage 
• 401(k) Plan with Matching Program 
• 24/7/365 availability of Employee Assistance Program 
• Teladoc Mental Health Benefits 
• Optional Pet Benefits Discount Plan 
• And a new Tesla... just kidding! Kudos for making it to the end. 

We prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at recruiting@criticalstart.com. Thank you for helping us maintain a safe and trustworthy hiring experience.

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Mental and Physical Requirements 

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities. 

Physical:  

• Stationary position for extended periods of time. 
• Constantly operate a computer.  
• Occasionally you may be required to move equipment or other items up to 20 lbs. 
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. 

Mental:  

• Must be able to apply established protocols in a timely manner. 
• Make timely decisions in the context of workflow. 
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota. 
• Ability to work effectively and efficiently in high stress situations. 
• Ability to simultaneously address multiple complex problems. 

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).

Compensation:

The total compensation range (base) being offered for this role is [$90,000 USD - $130,000 USD] depending on experience.

Additional Compensation:

This role is not eligible for additional or other forms of compensation.

Employment Benefits:

100% employee coverage for healthcare/50% coverage for dependents, unlimited PTO (Paid Time Off) policy, paid Parental and Military Leave, dental and vision plan, Employer-provided Life Insurance (up to $100K coverage), Long-Term Disability, and Short-Term Disability coverage, 401(k) Plan with Matching Program, 24/7/365 availability of Employee Assistance Program.

Application Deadline:

The application deadline for this position is February 28, 2025.

How to Apply:

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/

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