Fully remote in North America.

Life is short. Work somewhere awesome.

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees, and brand by shedding light on external threats. Our platform dynamically maps an organization’s digital footprint to reduce leaks and enable rapid remediation of risk events that could be leveraged by malicious actors.

As a Scaled Customer Success Manager (CSM) at Flare, you will manage a pooled book of customers within our scaled engagement model. Your focus will be on driving product adoption, renewal readiness, and customer value through repeatable motions, proactive outreach, and efficient execution. This role is ideal for a CSM who is confident owning day-to-day customer outcomes, operates well with structure, and is developing deeper cybersecurity and customer success expertise.

This role plays a critical part in ensuring Flare can scale customer impact while maintaining a high-quality customer experience.

What you'll be doing:

• Serve as a primary point of contact for a pooled book of scaled customers, managing the end-to-end customer lifecycle within defined engagement models
• Drive onboarding, adoption, and renewal readiness through the development and execution of repeatable success motions, including check-ins, lifecycle emails, and targeted enablement
• Monitor customer health, usage trends, and risk indicators, proactively addressing issues and escalating when appropriate
• Execute success plans aligned to customer goals, with a focus on measurable outcomes and platform value
• Partner closely with Sales, Support, and Product to ensure coordinated customer experiences and clear handoffs
• Own the retention of the scaled customer segment, actively working with the rest of the scaled team to mitigate churn and drive maximum lifetime value
• Responsible for identifying expansion, optimization, and upsell signals, follow-up and execution
• Maintain accurate and timely documentation in HubSpot and customer success tooling to support automation, reporting, and scale
• Contribute feedback and insights from scaled customers to improve playbooks, lifecycle programs, and tooling
• Develop foundational cybersecurity and threat intelligence expertise to effectively guide customer conversations

You’ll be a perfect fit if you possess:

• 5 to 7 years of experience in a Customer Success, Account Management, or customer-facing B2B SaaS role
• Experience managing multiple customers simultaneously in a scaled, pooled, or high-volume model
• Familiarity with CRM and Customer Success platforms, HubSpot and ChurnZero experience preferred
• Strong organizational skills and comfort operating within defined processes and playbooks
• Ability to identify patterns in customer behaviour and translate them into action
• Clear, confident communicator with the ability to build trust quickly
• Interest in cybersecurity and willingness to build domain expertise over time
• Bilingual English and French is a strong asset

What it’s like to be part of Flare:

• You will find a people-first company where work-life balance is valued.
  • Competitive salary
  • Bonus structure
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun, company events; like “Flamping, curling, rock climbing”, and others
• You will join a high-growth, innovative start up where you’ll see your impact immediately and be empowered to take on challenges for your personal and professional growth
• You will work with an inspiring and award-winning team who are passionate about what they do and the clients we serve, whose work has been referenced in leading academic journals and international media
  

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Flare we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.