Onboarding, Project Manager

Who We Are

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way. 

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that). 

Everything we do revolves around our three core principles: 

Do what’s best for our customers.  

Do what’s best for our employees. 

Don’t do things that suck. 

That’s basically it. 

If you’d prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst…want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you). 

What can we offer you? 

• Daily opportunities to make a difference. Whether it’s protecting our customers from attacks and breaches or contributing to the greater good. 
• An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other’s growth, and genuinely enjoy what we do. 

• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don’t you believe you’re capable of more than just being good? 
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment. 
• Extensive industry recognition. We receive so much acclaim that it’s nearly overwhelming. Almost. 
• Our teammate put it best: “Every day presents new challenges and ample opportunities for professional growth… Your contributions directly impact the company’s overarching purpose, and the sense of belonging and culture are unparalleled. 

Who You Are

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. 

What You Will Be Doing?

• 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. 

What You Will Bring?

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). 
• 3+ 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. 

What It’s Like Working Here

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. 

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 [$110,000 USD – $120,000 USD].

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.