Finite State partners with product security teams, the guardians of our connected world, to create transparency for their connected devices and supply chains. Our platform handles connected devices and embedded systems across all industries, including those found in enterprises, healthcare, utilities, connected vehicles, manufacturing facilities, critical infrastructure, and government entities.

We are a fast-growing series-B company with a fully distributed workforce. Led by a team of seasoned experts, we are a mission-driven team passionate about arming our customers with the actionable insights, critical vulnerability data, and remediation guidance necessary to mitigate product risk and protect the connected attack surface. We are committed to a remote first culture.

Role summary

Finite State is looking for a Customer Success Manager. In this role you will own the full customer success cycle. You will collaborate with both internal and external stakeholders to foster high customer adoption, customer satisfaction, strong relationships, and exchange of customer needs and business solutions. This role is a mid career position and reports to the VP of Operations.

You must be based in and authorized to work in the US. Hours are dependent on assigned customer accounts, and can sometimes include early mornings or late evenings for our international customers.

Research shows that women and those in underrepresented groups tend to apply only if they meet 100% of the requirements in a job description. If you think you have what it takes, but don’t check off every box - please still get in touch! We’d love to learn more about your experience and what motivates you to see if you’d be a great fit.

As a Customer Success Manager, you will:

• Build strong relationships with our clients to understand their needs and ensure their success and adoption of Finite State
• Onboard new customers and provide any needed training
• Assist with achieving renewal goals and customer expansion
• Drive high platform adoption, user satisfaction, awareness of new features, and engagement with the Finite State platform
• Track and manage customer account health from onboarding through adoption to renewal
• Work with other internal teams to ensure prompt and accurate resolution and response to customer support inquiries.
• Proactively run strategic, well-planned, tailored customer meetings on a regular basis
• Identify growth and expansion opportunities within accounts
• Collaborate with product management team to prioritize and define feature requests
• Act as the voice of the customer, advocating for customer pain points and security requirements
• Represent Finite State to customers and the broader market (potential minimal travel)
• Uphold our core values of transparency, results, accountability, customer dedication, and courage
• Champion our mission to protect our connected world

What we’re looking for:

• Demonstrated full-cycle customer success experience within B2B SaaS companies
• Experience in and understanding of Application Security and/or Product Security including but not limited to: DevSecOps processes and tools, SAST, DAST, IAST, binary analysis, and SBOMs
• Experience supporting large enterprise accounts, with the ability to multitask and manage multiple customers and priorities effectively
• Strong working knowledge of cybersecurity concepts and concerns, enabling effective communication with both technical and non-technical stakeholders.
• Self-starters who can identify gaps and work in a collaborative approach to fill them
• Exceptional written and verbal communication skills, with the ability to clearly articulate Finite State's value, strategy, and roadmap to customers and internal teams.
• Experience with Salesforce, Intercom, and Jira with the ability to effectively collaborate with other team members using these tools.

It’s a plus if you also have:

• Experience with project management methodologies and tools.
• Experience with product security regulations and standards such as EO 14028, IEC 62243, OWASP IoT, NIST IoT security guidance, IoTSF, etc.
• Experience within a startup or technology company as part of a small team

Success path

• In 30 days you will: Meet with key stakeholders (internal and external) to understand the product and current customer base. Participate in customer meetings and begin to take over relationships.
• In 60 days you will: Implement growth and success plans for assigned customer accounts and master the Finite State product and value proposition.
• In 90 days you will: Fully own assigned customer relationships and provide reporting and transparency on accounts.

About Us

Built on two decades of cybersecurity experience, our team of experts understands the hidden risks in today’s enterprise networks, where IoT vulnerabilities are quickly becoming the entry point of choice for cyber attacks.

We have a sense of duty to protect the critical infrastructure we rely on including medical devices, power grids and telecommunication networks. We were founded in 2017 in Columbus, Ohio.

Finite State has a transparent, collaborative and supportive culture - we are looking for people who have a growth mindset, are curious and innovative, and drive results. Our team is smart, but humble, hard working with lots of fun sprinkled in. Above all, our team is driven by our noble mission and we hold ourselves accountable to delivering to our customers every single day.

The Finite State platform brings visibility and control to the supply chains that create connected devices and embedded systems—all in a simple to use platform and at the scale manufacturers need to keep device production on time and on budget. After unpacking and analyzing every file, configuration, and setting in a firmware build, the platform generates a complete bill of materials for software components, identifies known and 0-day vulnerabilities, shows a contextual risk score, and provides actionable insights that product teams can use to secure their software

We are proud to be an Equal Employer Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Finite State is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.